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Omni Hotels & Resorts · 1 week ago

Guest Services and Loyalty Manager

Charlottesville, VA

Full-time

Onsite

Mid Level

$53K/yr - $53K/yr

Omni Hotels & Resorts is a leading hotel chain known for its exceptional guest services. The Loyalty and Experience Manager is responsible for creating a high-quality experience for guests, ensuring their satisfaction from arrival to departure, and managing the front office and guest services operations.

ConsultingEventsFood and BeverageHospitalityResorts

Responsibilities

Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously

Maintain continuous liaison with management, reservations desk and housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations

Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections

Ensure maximum cooperation and coordination between the Valet/Bell and Front Desk teams

Be involved in resolution of as many guests' complaints as possible

Lead training for new associates on the Select Guest programs as appropriate for each job function

Conduct monthly Loyalty Ambassador meetings with the Operations Team

Create relationships with current and prospective Select Guest members and follow through with any complaints

Ensure professional standards of behavior in the bell/valet department

Monitor the standards of work, working practices, productivity for associates in the department

Establish and maintain effective all-round control of the department through delegation and co-ordination

Work closely with management and subordinates, stimulating motivation and sense of group satisfaction

Liaise with Front Office/for details of groups, VIPs, Select Guest, promotions and packages

Communicate directly with guests, both in person and by telephone

Provide information on facilities, services, events, attractions and have knowledge of the surrounding areas, restaurants and points of interest

Directly oversee all aspects of Front Office and Guest Services when Director of Front Office is not in

Attend meetings in absence of Director of Front Office

Qualification

Loyalty ambassador experienceHotel front desk experienceProblem resolutionCommunication skillsInterpersonal skillsAttention to detailValid Virginia driver’s licenseFriendly demeanorWork extended hours