Guest Services Loyalty Manager OEM
- Atlanta, GA
- Permanent
- Full-time
o Attend Front Office monthly all-together-get-together to update and train front office associates on monthly changes to select guest program.
o Create monthly goals for property select guest enrollments and provide weekly updates to the management team in hotel’s AM and PM standup.
o Develop proactive personal relationships with Select Guests while acting as an advocate and point of contact for all Select Guests.
o Inspect all arriving Black and Red level guest rooms.
o Greet Select Guests upon arrival and resolve all Select Guest complaints in a timely manner.
o Identify all arriving Select Guests ensuring they receive their personalized preferences prior to their arrival.
o Ensure that accurate up-to-date information is maintained on all Select Guests in all computer systems, ensuring to merge any duplicate accounts.
o Maintain inventories of all Select Guest collateral and amenity materials.
o Prepare daily reports for and brief all necessary departments, then ensure that all Select Guest expectations are met and exceeded.
o During high business demands, be flexible to work in various capacities, which include PBX, Concierge, and or Front Desk.
o Assist with billing inquiries and be knowledgeable of all details included within guest folios
o Understand all aspects of Check-In and Check-Out procedures.
o Communicate with other Loyalty Ambassadors when assisting a Select Guest with other Omni properties to ensure consistent service.
o Perform Moments of Service success checklist reviews in all relevant departments regarding Select Guest standards. (Spot-check to make sure Select Guest benefits are being delivered properly.)
o Report Select Guest successes and failures and recognize outstanding performances and communicate goals for current and upcoming promotions.
o Attend Omni Service Tradition Ambassador Meetings and/or monthly department OST meetings.
o Meet with department heads routinely and make suggestions about improving the Select Guest program at your hotel.
o Design and implement property specific Select Guest promotions, incentive programs, and/or communications to focus on and improve Select Guest performance in specific areas.
o Create internal written communications to inform and motivate associates regarding current Select Guest issues.
o Accompany sales team on relevant sales calls and site inspections to promote Select Guest program.
o Act as liaison with the corporate office and other properties regarding Select Guests.
o Participate in monthly Loyalty Ambassador call and well as Select Guest calls with counterparts at other hotels for training, to share best practices and review new initiatives and programs.
o Promote the Select Guest Program to guests that are not currently members, striving to meet monthly enrollment goals.
o Assist management with miscellaneous front office tasks including but not limited to, organizing, filing, and delivering requested items to guests. Qualifications:o One year of Hospitality experience within the Rooms Division required. Previous experience as a Loyalty Ambassador preferred.
o College degree preferred, hospitality degree a plus.
o Candidate must have proven leadership skills and must be able to direct, develop and motivate staff.
o Solid understanding of Select Guest Program and VIP processes.
o Ability to teach employees the importance of, and how to greet guests and courteously solve requests.
o Attain a high propensity for customer service.
o Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone.
o Ability to work cohesively with co-workers both within and outside of your department.
o Must be able to work a flexible schedule and willingness to work weekends and holidays.
o Ability to think clearly, quickly and make concise decisions.
o Ability to prioritize, organize and follow up.
o Ability to work well under pressure.Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available using the following links: and the following link is theIf you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to .