Loyalty Ambassador

The Loyalty Ambassador is responsible for creating exceptional personalized experiences for Omni Hilton Head Oceanfront Resort guests with a primary focus on recognizing engaging and retaining members of the Omni Select Guest loyalty position serves as the resorts dedicated liaison for loyalty members VIP guests and returning guests ensuring all eligible membership benefits personalized preferences and special requests are recognized and delivered Loyalty Ambassador works closely with Front Office Housekeeping Food & Beverage Reservations Concierge Spa Recreation and Resort Leadership to create seamless guest experiences from pre-arrival through ideal candidate demonstrates exceptional hospitality attention to detail strong communication skills and a passion for building lasting guest relationships while representing Omnis commitment to personalized service and the philosophy Experiences Matter Job Responsibilities1. Select Guest Recognition & Loyalty Program ManagementServe as the resorts primary point of contact for Omni Select Guest daily arrivals to identify Member Insider Champion and Icon loyalty status is accurately reflected in guest reservations and property recognize and welcome loyalty members especially Champion and Icon all eligible Select Guest benefits are delivered according to membership detailed guest profiles including preferences previous stays special occasions and service personalized pre-arrival communication for high-tier loyalty Select Guest enrollment and explain membership benefits to Front Office and other resort associates on Select Guest benefits and service loyalty-related guest concerns and resolve discrepancies with Omni loyalty support regarding missing credits account questions and membership issues.2. Pre-Arrival Planning & VIP PreparationReview arrival reports daily and prepare for upcoming loyalty and VIP repeat guests high-tier members special occasions and guests with unique room assignments and eligible upgrades with Front Office and early check-in requests based on membership benefits and room appropriate welcome amenities personalized notes and special guest preferences to Housekeeping Food & Beverage and other special experiences such as anniversary celebrations birthdays honeymoons and milestone arrangements for returning guests to ensure continuity of personalized service.3. Guest Arrival & Personalized ServiceProvide a warm professional personalized welcome to Select Guest returning guests and acknowledge their loyalty to Omni Hotels & express check-in and personalized arrival assistance when available loyalty benefits and resort eligible welcome beverages and bottled water are any requested morning beverage delivery for qualifying guests with restaurant reservations spa appointments recreation activities and resort priority assistance to Champion and Icon guest requests promptly and coordinate follow-through with appropriate departments.4. Select Guest Benefits & Perks AdministrationThe Loyalty Ambassador is responsible for understanding communicating coordinating and verifying the delivery of all applicable Omni Select Guest Complimentary EnrollmentComplimentary Select Guest Omni Credits per qualifying room Omni Credit for every $100 in qualifying purchases beyond the Deluxe bottled water on welcome to an on-property Loyalty to earn Omni Credits toward complimentary hotel guest preferences and $1000 Annual Qualifying Tier DollarsIncludes Member benefits plus:Complimentary daily pressing of two garments or two shoeshines per guest recognition and service throughout the $4000 Annual Qualifying Tier DollarsIncludes applicable lower-tier benefits plus:Ten Omni Credits per qualifying room one-category room upgrade subject to check-in beginning at 1:00 PM subject to checkout until 3:00 PM subject to bottled water daily complimentary morning beverage pressing of four garments or four shoeshines per inspired welcome Loyalty Ambassador room availability with 24-hour advance notice subject to program $8000 Annual Qualifying Tier DollarsIncludes applicable lower-tier benefits plus:Ten Omni Credits per qualifying room Omni Credits per $100 in qualifying purchases beyond the Premium two-category room upgrade subject to check-in beginning at 9:00 AM subject to checkout until 6:00 PM subject to upgrade benefit when redeeming complimentary nights subject to program terms and room availability under applicable same-day booking daily bottled daily beverages and optional morning complimentary garment pressing and shoeshine -inspired welcome amenity or snack with housekeeping and turndown Loyalty Ambassador to gift Champion status to one eligible individual subject to program Loyalty Program BenefitsMembers may redeem 100 Omni Credits for a complimentary night under program service charges and destination fees are waived on eligible Free Night on-property purchases including dining spa golf retail and recreation charged to the guest folio may contribute toward loyalty members may receive exclusive offers and personalized Loyalty Ambassador must remain knowledgeable about current Omni Select Guest policies and ensure that all benefits are administered accurately. Benefits are subject to applicable terms conditions availability and current company standards.5. Resort Experience CoordinationAct as a knowledgeable resource for all resort amenities and guests with dining reservations and special restaurant spa appointments wellness experiences and recreation information regarding beach services pools cabanas and available resort with golf arrangements and local Hilton Head Island transportation and special arrangements when resort experiences tailored to guest interests and with resort departments to identify opportunities to enhance guest satisfaction.6. VIP Amenities & Special RecognitionCoordinate and verify appropriate VIP and loyalty welcome with Culinary and Food & Beverage teams to prepare personalized amenities are delivered before guest arrival whenever special touches for birthdays anniversaries and amenity quality presentation accuracy and accurate records of guest recognition and special repeat guests receive consistent recognition and personalized service.7. Guest Relations & Service RecoveryServe as an accessible contact for loyalty members throughout their contact VIP guests to confirm professionally and promptly to guest service recovery with resort leadership and appropriate up on unresolved issues until satisfactory guest feedback service opportunities and recurring concerns and recommend meaningful guest relationships that encourage repeat visits and positive reviews.8. Interdepartmental CommunicationAttend daily Front Office and VIP arrival briefings as upcoming high-tier arrivals to resort with Housekeeping regarding room readiness preferences turndown service and special with Food & Beverage regarding welcome beverages morning beverage delivery and with Reservations and Front Office to confirm room upgrades and arrival/departure with Spa Recreation and Concierge teams for personalized guest loyalty-related updates and operational needs during shift departments understand the importance of recognizing and rewarding loyal Omni guests.9. Loyalty Enrollment & Guest RetentionPromote complimentary Select Guest membership to eligible guests about earning Omni Credits through qualifying stays and how loyalty members can redeem credits for complimentary guests to return to Omni Hilton Head Oceanfront resort goals for membership enrollment and loyalty opportunities to convert first-time guests into returning positive relationships with frequent and high-value guests.10. Administrative & Reporting ResponsibilitiesReview daily loyalty arrival and departure VIP arrival checklists and amenity tracking the fulfillment of eligible loyalty special guest preferences and service guest recognition follow-up and service with loyalty enrollment operational challenges and recurring benefit issues to guest confidentiality and follow Omni privacy ongoing training and quality assurance & SkillsPrevious experience in luxury hospitality guest relations concierge or Front Office operations understanding of guest loyalty programs and personalized written and verbal communication organizational skills and attention to to anticipate guest needs and handle multiple problem-solving and service recovery appearance and positive welcoming to work collaboratively across resort in hotel property management systems and Microsoft Office to maintain confidentiality and exercise sound to work weekends holidays and varying schedules based on resort occupancy and guest Expectations & Key Success MeasuresPerformance may be evaluated through:Consistent delivery of Select Guest membership satisfaction scores and positive guest arrival preparation and amenity guest recognition and response to guest requests and coordination across resort Guest enrollment and retention guest preference service recovery and with Omni service standards and loyalty program Position ObjectiveThe Loyalty Ambassador is responsible for ensuring that every Select Guest member feels recognized valued and proactive communication personalized attention accurate delivery of membership benefits and meaningful guest relationships the Loyalty Ambassador helps strengthen guest loyalty increase repeat visitation and elevate the overall guest experience at Omni Hilton Head Oceanfront Goal: Every loyal guest should feel that their stay is not just another reservation but a personalized experience designed especially for them.