Loyalty Manager

Omni Mount Washington Resort, 310 Mount Washington Hotel Rd, Bretton Woods, New Hampshire, United States of America Job Description Omni Mount Washington Resort & Spa As grand as the history behind it, the Omni Mount Washington Resort & Spa, located in Bretton Woods, New Hampshire, is gracious in ambiance and generous in amenities. A favorite New England retreat of presidents, poets and celebrities, the hotel delights every sense with enchanting music, refined dining and luxurious décor. The resort is home to award-winning alpine and Nordic skiing at Bretton Woods - the state’s largest ski area which is consistently recognized among the best for snow quality, grooming and service. A famed Donald Ross-designed Golf Course, nature-inspired Spa and year-round Canopy Tour add to our wide variety of world-class activities, adventure and wellness offerings, attracting guests from around the globe all year long. Omni Mount Washington Resort & Spa and Bretton Woods Ski Area 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. The Omni Mount Washington Resort & Spa is committed to serve our associates and nurture their growth. We embody a culture of respect, gratitude and empowerment each day. If you are a friendly, motivated person, with a passion to serve others, the Omni Mount Washington Resort & Spa and Bretton Woods Ski Area may be your perfect match. Overview To maximize opportunities for creating loyal Omni Mount Washington guest, while ensuring appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. Essential Functions To be thoroughly acquainted with all Select Guest member programs, promotions and benefits. To ensure perfect delivery of all package elements, hand-written turndown cards and VIP amenities in conjunction with Housekeeping, Room service and FD. To review and respond to Medallia comments from Select Guests. To deliver unique requests and anticipate guest needs based on past alerts. To serve as the Ambassador for the Front of the House Be familiar with reservations, rooms control and basic room inventory. To be thoroughly acquainted with all check-in procedures and policies. To be thoroughly acquainted with all check-out procedures and policies. Be familiar with guest scenarios. Be familiar with all technical equipment as related to the Front Desk. To be familiar with all hotel facilities. To be familiar with general organization set-up. To be familiar with the inter-relationship between the different departments. Must have complete understanding of room type availability. Understands and complete the Rooms Controller Checklist. Must have complete understanding of blocking the house. Exhibit familiarity with all of the food and beverage outlets on property Demonstrate knowledge of the surrounding area Oversee Guest experience in the Presidential Wing, anticipating Guest’s needs, owning guest recovery while guests are in-house and following up on Guest feedback after departure Ensure that all arriving and departing Presidential Wing guests are treated with maximum courtesy and are served expeditiously Anticipate and resolve guest complaints, escalating to Director of Front Office or appropriate Resort leaders when necessary Support programming of other departments in the Presidential Wing including feedback on scheduling. Oversee Associates assigned under the umbrella of Presidential Wing. Maintain continuous liaison with Resort Management and the entire Rooms division, including Management, Reservations Desk, Hotel Front Desk and Housekeeping staff to guarantee that Presidential Wing guests are receiving quality services that exceed their expectations Work closely with the Director of Front Office and Director of Housekeeping to maintain welcoming and friendly coverage of the Presidential Wing, ensuring an outstanding total guest experience, from arrival to departure, communicating specifically regarding occupancy and events Maintain cooperative relationships with leadership teams in all departments including Food and Beverage, Activities, Golf, Spa, Stables and Bretton Woods Ski Area to ensure consistent service is provided to all Select Guests levels. Drive engagement with all departments with enrolling new select guests members. Qualifications High School Diploma or GED, Bachelor’s Degree preferred. Three to Four years’ experience in Hospitality Operations, including at least two years supervisory or management experience, preferred. Familiarity with Hotel booking and concierge systems. Ability to learn Opera, Alice, RTP and Opentable. Clear, concise written and verbal communication skills. Candidate must be comfortable speaking to guests and conducting meetings if required. Possession of a strong attention to detail, in both the physical asset and administrative tasks Capability to grow as the position evolves. Must have a proven track record of exceeding goals to provide the highest quality experience for our guests. Proven ability to engage Associates at all levels. Demonstrated ability to work with other departmental leadership. Must be passionate about providing warm, engaging and personalized service. Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities. Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail. Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone. Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. Omni Mount Washington Resort, 310 Mount Washington Hotel Rd, Bretton Woods, New Hampshire, United States of America #J-18808-Ljbffr Bretton Woods