Guest Experience Coordinator

7 days ago


Hot Springs, Virginia, United States Omni Hotels Full time
Job Summary

We are seeking a highly skilled and experienced Loyalty Manager to join our team at Omni Hotels. The successful candidate will be responsible for developing and maintaining relationships with our valued Select Guest members, ensuring their needs are met and exceeded.

Key Responsibilities
  • Lead Training and Development: Provide comprehensive training to new associates on our Select Guest programs, ensuring they have the knowledge and skills to deliver exceptional service.
  • Conduct Regular Meetings: Host monthly meetings with the Operations team to discuss Select Guest member needs, concerns, and feedback.
  • Member Engagement: Build and maintain strong relationships with current and prospective Select Guest members, responding to their inquiries and resolving any issues in a timely and professional manner.
  • Concierge Services: Ensure that our concierge department maintains the highest standards of behavior, providing exceptional service to our guests.
  • Departmental Oversight: Monitor the standards of work, working practices, and productivity of associates in the department, making recommendations for improvement as needed.
  • Quality Control: Conduct regular MOS audits to ensure that our standards are being met and exceeded.
  • Team Leadership: Establish and maintain effective control of the department through delegation and coordination, motivating and inspiring your team to deliver exceptional results.
  • Collaboration: Work closely with management and subordinates to stimulate motivation and a sense of group satisfaction.
  • Guest Communication: Communicate directly with guests, both in person and by telephone, providing information on facilities, services, events, attractions, and local knowledge.
  • Logistics: Arrange amenities, tickets, bookings, appointments, and reservations for guests, ensuring that their needs are met and exceeded.
Requirements
  • Excellent Communication Skills: Possess excellent oral and written communication skills, with the ability to communicate effectively with guests, colleagues, and management.
  • Technical Skills: Proficient in computer software programs, including Open Table, Go-Concierge, and Opera.
  • Problem-Solving Skills: Demonstrate excellent problem-solving skills, with the ability to think critically and make sound decisions.
  • Organizational Skills: Possess excellent organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Knowledge of Local Area: Have excellent knowledge of the local community and surrounding areas, with the ability to provide recommendations and insights to guests.


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