Ambassador

Overview Omni Orlando at ChampionsGate is a four-diamond resort with 36 holes of championship golf, 15 acres of recreation, a Mokara spa, five restaurants, 15 acres of pools and recreation, and a reputation for exceptional service. We seek friendly, motivated associates who are dedicated to serving guests and upholding a culture of respect, gratitude and empowerment. Job Purpose To ensure that all Select Guest members receive a superior level of service in room selection, requests, upgrades, credits for stays and airline mile credits when applicable, and to ensure all guest issues are addressed and communicated to a manager. Responsibilities Maintain regular attendance in compliance with Omni standards, according to resort needs. Maintain high standards of personal appearance and grooming, including wearing the proper attire/uniform and name tag when working. Develop proactive relationships with Select Guests and Barton Creek Members as an advocate and point of contact. Greet Select Guests upon arrival and resolve all Select Guest complaints promptly. Identify arriving Select Guests and Barton Creek Members; ensure personalized preferences are prepared prior to arrival. Keep accurate, up-to-date information for all Select Guests in computer systems and merge duplicate accounts when necessary. Assist as a liaison with golf and spa staff to arrange spa appointments and tee times for Select Guest members. Maintain inventories of all Select Guest collateral and amenity materials. Prepare daily reports and brief necessary departments to meet and exceed Select Guest expectations. During high-demand periods, be flexible to work in various capacities (PBX, Concierge, Front Desk). Assist with billing inquiries and be knowledgeable of all details in guest folios. Understand all aspects of Check-In and Check-Out procedures. Train, educate and motivate hotel associates regarding the Select Guest program. Communicate with other Loyalty Ambassadors when assisting Select Guests with other Omni properties to ensure consistent service. Perform Moments of Service success checklist reviews in relevant departments to ensure Select Guest benefits are delivered properly. Report Select Guest successes and failures, recognize outstanding performances, and communicate goals for promotions. Attend Omni Service Tradition Ambassador Meetings and/or monthly department OST meetings. Meet with department heads to discuss improvements to the Select Guest program at the hotel. Design and implement property-specific Select Guest promotions, incentive programs, and/or communications to improve Select Guest performance. Create internal communications to inform and motivate associates about Select Guest issues. Accompany sales on calls and site inspections to promote the Select Guest program. Act as liaison with the corporate office and other properties regarding Select Guests. Participate in monthly Loyalty Ambassador calls and Select Guest calls with counterparts at other hotels to train, share best practices, and review new initiatives. Promote the Select Guest Program to prospective members and strive to meet enrollment goals. Assist management with miscellaneous front office tasks including organizing, filing, and delivering items to guests. Qualifications Attain a high propensity for customer service. Ability to clearly and pleasantly communicate in English with guests, management, and co-workers, both in person and by telephone. Ability to work cohesively with co-workers within and outside of your department. Must be able to work a flexible schedule and willing to work weekends and holidays. Ability to think clearly, quickly and make concise decisions. Ability to prioritize, organize and follow up. Ability to work well under pressure. Previous customer service experience is required. Physical Requirements Ability to stand for prolonged periods of time. Working Environment Interior of hotel. Tools & Equipment Printer, Copier/Fax Machine, Radio Computer Skills (Synergy, Opera, ResortSuite, Vision, GoConcierge, Microsoft Outlook) Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO Law poster is available via the link below. Omni Hotels & Resorts does not discriminate in the payment of wages based on any protected category. If you need special assistance applying for a posted position, please email View email address on click.appcast.io. #J-18808-Ljbffr