[Hiring] Guest & Membership Care Specialist @Omni Hotels & Resorts

Role Description

This position is responsible for providing support for both internal and external customers with the Select Guest program, service concerns, and operational issues received by the department from Omni Hotels & Resorts Guests, reservation agents, property staff, and the corporate office. Individual will work towards resolving problems, answering inquiries, maintain customer data, provide complete documentation as needed, and providing instructions or information to satisfy the needs of the guests and hotels. Specialists will ensure complete guest satisfaction by handling requests in a courteous, timely, professional, and efficient manner. This position will utilize department standard processes and adhere to Moments of Service guidelines.

Qualifications

• Computer proficiency to include Excel, Word, Teams, and other Microsoft products
• Ability to effectively learn and work in department operating systems including Oracle products, NICE, and Omni developed tools
• Ability to effectively communicate in English (both oral and written) and demonstrate personal skills; listens to others
• Ability to perform basic math (add, subtract, divide, and calculate percentages)
• Sound judgement and the ability to assess issues quickly and accurately to provide resolution or next steps, make reasonable decisions in the absence of direction
• Receptive to coaching from management, responds positively with willingness to make changes when desired
• Ability to multi-task between systems and tasks while providing accurate and complete details
• Proven track record for leadership to include maturity, commitment, professionalism, attitude, performance, discretion, responsibility, and ability to maintain a high level of confidentiality
• High School diploma required

Requirements

• Responds effectively to all inquiries, serving as the primary point of contact and owning customer issues, from start to finish
• Displays a pleasant, helpful, and courteous attitude toward customers, fellow associates, and management
• Remain calm and professional under pressure
• Perform all operating functions of the telephone system and computer systems to receive and respond to inquiries via phone, email, and online claim
• Verifies and shows understanding in all current company policies and procedures necessary when handling Select Guest, Select Planner, stay feedback, billing, and data privacy contacts
• Reviews and demonstrates understanding of all reference materials, SOP’s (System Operating Procedures), Training Modules, and information bulletins
• Accurate and detailed documentation of customer contacts including the issue, resolution, and actions taken
• Ensure guest contacts are acknowledged and responses received within 24 hours of receipt, striving for first contact resolution when possible
• Assist with enrollments, upgrades, and adjustments as needed
• Assist with making, updating, or cancelling reservations while assisting guests or when providing backup to the reservation center during high queue needs
• Support Hotels by assisting with essential daily tasks of maintaining data, updating daily arrivals reports, processing VIP requests and room assignment assistance
• May be required to perform other related duties, responsibilities and activities which may change or be assigned at any time with or without notice

Benefits

• Competitive hourly pay and overtime/ pay differential eligibility
• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Life and disability insurance
• Paid time off
• Employee Assistance Program (EAP) and wellness support
• Training and career development opportunities
• Employee discounts and recognition programs
• Flexible scheduling when possible
• Family and medical leave eligibility
• Tuition reimbursement or education assistance programs