Concierge Ambassador

1 week ago


San Antonio, Texas, United States Omni Hotels Full time
Concierge Job Description

At Omni Hotels & Resorts, we are committed to delivering exceptional service to our guests. As a Concierge, you will play a vital role in ensuring that our guests have a memorable and enjoyable stay with us.

Key Responsibilities:
  • Provide Personalized Service: Offer a warm and genuine welcome to guests, creating a positive first impression and setting the tone for their stay.
  • Assist with Reservations and Activities: Help guests with reservations, book activities, arrange transportation, and provide recommendations for local attractions, dining, and entertainment options.
  • Develop Relationships with Local Vendors: Build relationships with local vendors to offer exclusive experiences and tailored recommendations to meet guests' preferences.
  • Coordinate Special Requests: Arrange surprise celebrations, organize private tours, and obtain hard-to-get event tickets to exceed guests' expectations.
  • Respond to Guest Inquiries: Respond promptly and accurately to guests' inquiries, striving to exceed their expectations in every interaction.
  • Stay Up-to-Date on Hotel Facilities and Services: Maintain knowledge of hotel facilities, services, and promotions, and effectively communicate this information to guests and associates.
  • Collaborate with Hotel Departments: Work with various hotel departments to ensure that guest requests and preferences are fulfilled promptly and accurately.
  • Update Guest Information: Accurately update the Opera PMS system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.
  • Utilize Technology: Use Alice to input amenities and communicate via SMS to guests, and Synergy to report guest requests and work requests for engineering.
  • Resolve Guest Complaints: Respond to and resolve guest complaints or concerns while escalating issues to the MOD if necessary and following up to ensure complete guest satisfaction.
  • Handle Special Requests: Arrange floral deliveries, special occasion celebrations, or personalized amenities for VIPs to exceed guests' expectations.
  • Maintain Guest Preferences: Work with the Loyalty Ambassador to maintain a comprehensive database of guest preferences in Opera, ensuring that individualized service is provided during each visit and fostering a sense of loyalty from guests.
  • Stay Informed: Stay updated on the latest local events, attractions, and happenings, facilitating access to desirable tickets and planning as requested by guests.

Requirements:

  • Previous hotel experience highly preferred.
  • Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills.
  • Ability to sit for prolonged periods of time.
  • Must be able to work a flexible schedule to include holidays and weekends.
  • Ability to clearly communicate (verbal and written) in English with guests, associates, and vendors.
  • Strong Computer Skills (Synergy, Nucleus, Epitome, Vision, GoConcierge, Microsoft Office).


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