Rooms Guest Service - Guest Service Manager

Full-Time

Overview

The Loyalty and Experience Manager creates a 4 diamond experience from guest arrival on the front drive to their departure.

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 associtaes 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.

Qualifications

• Prior loyalty ambassador and hotel front desk background preferred.
• Must have strong communication skills.
• Must be able to work in a fast paced environment and resolve issues on the spot.
• Must have excellent interpersonal and communication skills.
• Must have a valid Virginia driver’s license in good standing.
• Willingness to work extended hours when needed, depending on business demands.
• Must be attentive to details.
• Must be pleasant and friendly.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: applicationassistance@omnihotels.com.