Loyalty Ambassador - Omni Hotels & Resorts

Location

Nashville Hotel

The Omni Nashville Hotel was specially created to be an authentic expression of Nashville’s vibrant music culture. Across from the new Music City Center, the luxury hotel is a one-of-a-kind experience, fully integrated with an expansion of the Country Music Hall of Fame and Museum on four levels. Located on Fifth Avenue between Demonbreun and Korean Veterans Blvd. The Omni Nashville Hotel design is a modern expression of the city’s distinct character, incorporating natural materials, exposed steel and regional limestone. The multi-story hotel and expanded museum shares meeting and entertainment space and brings additional restaurants and retail venues to this dynamic destination in downtown Nashville. The Omni Nashville Hotel’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Nashville may be your perfect match.

Job Description

Omni Nashville Hotel is excited to offer competitive wages and benefits, growth opportunities, paid time off, and hotel stay discounts! If you love hospitality, and have a passion to serve others then you’ll love working with the Omni Nashville Hotel – apply today!

Responsible for developing proactive personal, professional relationships with Select Guests members, acting as an advocate and point of contact for all Select Guests. 

Responsibilities

• Facilitate the Select Guest program and insure Select Guest needs/requests are met.
• Make /change/cancel reservations.
• Handle mail/correspondence.
• Process confirmations and 800 number reservations as needed.
• Maintain the Select Guest Database (profiles that contain guests’ preferences)
• Ensure proper handling of Select Guest, and VIP reservations through communication with the operational departments of the hotel.
• Place reserved specials and amenities in room for select guests.
• Execution of assigned tasks utilizing Microsoft Office and the Internet.
• Be familiar with all systems and equipments as related to the Front Office (Opera, Alice, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
• Be an ambassador for the hotel to build and maintain a loyal customer base.
• To be thoroughly acquainted with all check-in and check-out procedures and policies.
• To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
• Respond to any reasonable task as assigned by management.
• Aid guests in locating other areas of the hotel (walk them to destination if possible).
• Familiarity with parking validation procedures.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.  
• Be pleasant, smile and greet all guests, using surnames when obtained.
• Maintain Four Diamond standard of guest services.
• Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
• Be familiar with local attractions and businesses. Be sure to recommend on-site venues first.
• Be familiar with all hotel facilities and amenities.
• Be familiar with the inter-relationship between the different departments.
• Understand the importance of our Medallia scores.
• Proper phone etiquette; answering the phone with a smile in your voice.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Perform other duties & special projects as assigned by the management team.

Qualifications

• Must have strong communication, presentation, training, and organizational skills  
• Excellent customer service, up-selling, communication and problem-solving skills
• Maintain a professional business appearance, attitude, and performance
• Must be able to work a variety of shifts, including weekends and holidays
• Prior customer service experience required, preferably in hotels. 

ENVIRONMENT & POSITION ANALYSIS:

• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
• Stand, walk or sit for an extended period or for an entire work shift. 
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

TOOLS & EQUIPMENT:

• Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, two-way radio dispatch, bell cart

Omni Hotels & Resorts is an equal opportunity employer. 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.