Loyalty Ambassador / Rooms Controller - Omni Hotels & Resorts

Location

Omni Tempe Hotel at ASU

Located at the corner of University and Mill, Omni Tempe Hotel at ASU amplifies Tempe’s revitalized downtown area and brings some of the largest conference and meeting space to the city. The hotel features 330 guest rooms, four dining outlets, a spacious pool deck, retail, and almost 36,000 square feet of indoor and outdoor meeting space along with expansive views of the ASU campus and the Tempe cityscape. We are building an amazing team that focuses on creating incredible guest experiences. Join us and be a part of something special!

Job Description

This position has two primary functions. The first purpose is to perform the duties as Rooms Controller. This role is to coordinate and organize the hotel’s guest room inventory and act as a liaison between the Housekeeping, Front Office, and Reservations department regarding the status and distribution of all guest rooms. In addition to managing inventory this person will act as the hotel's Loyalty Ambassador and be responsible for creating a 4-diamond guest experience from guest arrival through departure for our Select Guest loyalty program guests and strive to convert new guests into the program.

Responsibilities

• Oversees room inventory and ensure proper blocking strategies are in place.
• Oversees execution of Pre-Registration procedures.
• Receives and responds in-house reservations inquiries.
• Reviews resumes for group blocking.
• Attends daily property stand up meetings and updates staff on room inventory as well as any VIP and Select Members in house.
• Assists with development of FD sold out night strategies.
• Develops proactive personal relationships with Omni Select Guest Members while acting as an advocate and point of contact for all Select Guests for any hotel and program questions.
• Performs Front Desk and PBX duties as needed throughout the week.
• Understands Select Guest Program and VIP procedures.
• Assists with Loyalty Program training with other Front Office and Hotel associates.
• Assists with promoting the Select Guest Program.
• Create unique memorable experiences for our Select Guests during their stay.
• Provide a warm in person welcome to our Select Guests upon arrival and ensure all their requests are met throughout their stay.
• Assists guests for all communication including but not limited to, room reservations, payments, questions, check-in, check-out process, guest room assignments and special requests.
• Own and resolve any concerns or issues with Select Guest and communicating any needs or special requests to fellow hotel departments.
• Work in collaboration with In-Room Dining to have amenities placed in the room prior to the guest’s arrival.
• Attend monthly Loyalty meetings with relevant hotel associates and conduct meetings and training with hotel associates.
• Develop relationships with Select Guests and serve as their point of contact for any hotel or program questions.
• Perform any other duties assigned by Management.
• Approaches all encounters with guests and employees in a friendly, service oriented manner.
• Maintains regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintains inter-relationship between the different departments.
• Understands and follows Housekeeping, Front Office, and Reservation’s department’s policies and procedures.
• Maintains high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Complies at all times with Omni Standards and regulations to encourage safe and efficient hotel operations.

Qualifications

• Must have full knowledge of the status of every guest room in the hotel.
• Must have excellent communication skills - verbal and written.
• Must have excellent organizational skills.
• Must have excellent customer services skills
• Must be able to troubleshoot potential problem areas according to information found in data.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must be familiar with all hotel facilities, local attractions, and businesses.
• Front Desk and/or Reservations experience in a hotel environment highly preferred.
• Ability to work nights, weekends and holidays.

*This position is a full-time, on-site position with no work from home flexibility.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of Omni Hotels & Resorts.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement If 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 applicationassistance@omnihotels.com.