Loyalty Ambassador

Overview

Omni Orlando at Champions Gate is a four-diamond resort with 36 holes of championship golf, 15 acres of recreation, a Mokara spa, five restaurants, 15 acres of pools and recreation, and a reputation for exceptional service. We seek friendly, motivated associates who are dedicated to serving guests and upholding a culture of respect, gratitude and empowerment.

To ensure that all Select Guest members receive a superior level of service in room selection, requests, upgrades, credits for stays and airline mile credits when applicable, and to ensure all guest issues are addressed and communicated to a manager.

• Maintain regular attendance in compliance with Omni standards, according to resort needs.
• Maintain high standards of personal appearance and grooming, including wearing the proper attire/uniform and name tag when working.
• Develop proactive relationships with Select Guests and Barton Creek Members as an advocate and point of contact.
• Greet Select Guests upon arrival and resolve all Select Guest complaints promptly.
• Identify arriving Select Guests and Barton Creek Members; ensure personalized preferences are prepared prior to arrival.
• Keep accurate, up-to-date information for all Select Guests in computer systems and merge duplicate accounts when necessary.
• Assist as a liaison with golf and spa staff to arrange spa appointments and tee times for Select Guest members.
• Maintain inventories of all Select Guest collateral and amenity materials.
• Prepare daily reports and brief necessary departments to meet and exceed Select Guest expectations.
• During high-demand periods, be flexible to work in various capacities (PBX, Concierge, Front Desk).
• Assist with billing inquiries and be knowledgeable of all details in guest folios.
• Understand all aspects of Check-In and Check-Out procedures.
• Train, educate and motivate hotel associates regarding the Select Guest program.
• Communicate with other Loyalty Ambassadors when assisting Select Guests with other Omni properties to ensure consistent service.
• Perform Moments of Service success checklist reviews in relevant departments to ensure Select Guest benefits are delivered properly.
• Report Select Guest successes and failures, recognize outstanding performances, and communicate goals for promotions.
• Attend Omni Service Tradition Ambassador Meetings and/or monthly department OST meetings.
• Meet with department heads to discuss improvements to the Select Guest program at the hotel.
• Design and implement property-specific Select Guest promotions, incentive programs, and/or communications to improve Select Guest performance.
• Create internal communications to inform and motivate associates about Select Guest issues.
• Accompany sales on calls and site inspections to promote the Select Guest program.
• Act as liaison with the corporate office and other properties regarding Select Guests.
• Participate in monthly Loyalty Ambassador calls and Select Guest calls with counterparts at other hotels to train, share best practices, and review new initiatives.
• Promote the Select Guest Program to prospective members and strive to meet enrollment goals.
• Assist management with miscellaneous front office tasks including organizing, filing, and delivering items to guests.

• Attain a high propensity for customer service.
• Ability to clearly and pleasantly communicate in English with guests, management, and co-workers, both in person and by telephone.
• Ability to work cohesively with co-workers within and outside of your department.
• Must be able to work a flexible schedule and willing to work weekends and holidays.
• Ability to think clearly, quickly and make concise decisions.
• Ability to prioritize, organize and follow up.
• Ability to work well under pressure.
• Previous customer service experience is required.

• Ability to stand for prolonged periods of time.

• Interior of hotel.

• Printer, Copier/Fax Machine, Radio
• Computer Skills (Synergy, Opera, Resort Suite, Vision, Go Concierge, Microsoft Outlook)

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO Law poster is available via the link below. Omni Hotels & Resorts does not discriminate in the payment of wages based on any protected category. If you need special assistance applying for a posted position, please email applica