GHA Loyalty Specialist

7 days ago(1/12/2018 2:19 PM)
Requisition ID
# of Openings
Category (Portal Searching)


Omni Hotels and Resorts creates genuine, authentic guest experiences at over 50 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

Job Description

This position is responsible for providing support for the both internal and external customers related to the Select Guest and DISCOVERY programs.   Individual will work towards resolving problems, answering inquiries, providing instructions or information to satisfy the needs of the guests and GHA Hotels.


Daily support of Select Guest and DISCOVERY Member Services including receiving and responding to telephone, internet, and email inquires. Department goal of responding to all inquiries to the satisfaction of the guest and GHA brands within 48 hours.

  • Handle escalated Select Guest and DISCOVERY issues.
  • Input missing profiles, stays and/or mileage rewards as requested.
  • Assistant Omni Reservation Center, Hotel and Brand Champions and Loyalty Ambassadors by providing profile, stay and benefit assistance and when needed feedback to supervisors on needed training [i.e. agent coach tickets]


  • Utilize Customer Service Database (ELMER), Nucleus, HCP, OmniRez Alerts, Emailtopia and Epitome for tracking, information gathering, and/or trouble shooting of all incoming guest correspondence.


  • Respond to customer inquiries with standard responses or referring them to published materials, secondary sources, or senior staff.


  • Meet department daily goals of guest email requests worked via Customer Service box in Emailtopia


  • Handle all contacts from By Invitation (Red) Members including but not limited to:
  • Email requests
  • Phone requests – 1-877-523-6664
  • OmniRez Alerts
  • Reservations
  • Special requests (Rooms requests, transportation, shopping or dining info, etc.)




  • Assists with Customer Profile management processes
  • Trouble shoot invalid profiles
  • Consolidate duplicate or mismatched profiles using the Match & Merge process


  • Meets with Customer Service team to provide customer service trends and workload status updates. Attend Department and Associate OST meetings monthly. Attend weekly CS standup.  Attend monthly recognition.  Attend all other meetings/presentations/training as assigned.


  • Support of Sensational Service standards and offer enhanced service supporting Omni’s guests and hotels.


  • Processing of incoming customer service correspondence via Emailtopia and phone to determine the appropriate resolution resource.
  • Pre-screening guest relations complaints, research applicable reservation number, log in ELMER and categorize as needed for escalation.
  • May recommend to Guest Relations Coordinators compensation to guest to seek satisfaction and resolution or use Power of One to resolve guest issue as needed.


  • Assist in providing on-going training to OmniRez Staff on related areas of responsibilities.


  • Interact and follow up with Sales Agents and hotel management to seek resolution of guest issues.


  • Other duties as assigned


Work schedule will be Sundays -Thurs with Fridays and Saturdays off

Base wage + $2.00 shift differential for hours worked after 5PM Mon-Fri and all hours on Saturdays/Sundays



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