Guest & Membership Care Specialist

Overview

This position is responsible for providing support for both internal and external customers with the Select Guest program, service concerns, and operational issues received by the department from Omni Hotels & Resorts Guests, reservation agents, property staff, and the corporate office. Individual will work towards resolving problems, answering inquiries, maintain customer data, provide complete documentation as need, and providing instructions or information to satisfy the needs of the guests and hotels.

Specialists will ensure complete guest satisfaction by handling requests in a courteous, timely, professional, and efficient manner. This position will utilizing department standard processes and adhering to Moments of Service guidelines.

Benefits

• Competitive hourly pay and overtime/ pay differential eligibility
• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Life and disability insurance
• Paid time off
• Employee Assistance Program (EAP) and wellness support
• Training and career development opportunities
• Employee discounts and recognition programs
• Flexible scheduling when possible
• Family and medical leave eligibility
• Training and professional development opportunities
• Tuition reimbursement or education assistance programs

Schedule: likely 10:30a-7p working weekends Flexibility is needed on occasion.

Responsibilities include:

Essential Job Functions/

Qualification:

• Responds effectively to all inquiries, serving as the primary point of contact and owning customer issues, from start to finish (includes being a keen problem solver who is able to think on his/her feet as well as being a self-starter who is comfortable taking the initiative)
• Displays a pleasant, helpful, and courteous attitude toward customers, fellow associates, and management. Remain calm and professional under pressure
• Perform all operating functions of the telephone system and computer systems to receive and respond to inquires via phone, email, and online claim
• Verifies and shows understanding in all current company policies and procedures necessary when handing Select Guest, Select Planner, stay feedback, billing, and data privacy contacts
• Reviews and demonstrates understanding of all reference materials, SOP’s (System Operating Procedures), Training Modules, and information bulletins
• Accurate and detailed documentation of customer contacts including the issue, resolution, and actions taken. Ensure guest contacts are acknowledged and responses received within 24 hours of receipt, striving for first contact resolution when possible
• Assist with enrollments, upgrades, and adjustments as needed
• Assist with making, updating, or cancelling reservations while assisting guests or when providing back up to the reservation center during high queue needs
• Support Hotels by assisting with essential daily tasks of maintaining data, updating daily arrivals reports, processing VIP requests and room assignment assistance
• May be required to perform other related duties, responsibilities and activities which may change or be assigned at any time with or without notice

Qualifications:

• Computer proficiency to include Excel, Word, Teams, and other Microsoft products
• Ability to effectively learn and work in department operating systems including Oracle products, NICE, and Omni developed tools
• Ability to effectively communicate in English (both oral and written) demonstrate personal skills; listens to others
• Ability to perform basic math (add, subtract, divide, and calculate percentages)
• Sound judgement and the ability to access issues quickly and accurately to provide resolution or next steps, make reasonable decisions in the absence of direction.
• Receptive to coaching from management, responds positively with willingness to make…