• Training and Development Coach

    Job Locations US-NE-Omaha
    Posted Date 3 months ago(5/8/2018 4:15 PM)
    Requisition ID
    2018-22238
    # of Openings
    1
    Category (Portal Searching)
    Administrative/Clerical
  • Location

    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

    Omni Hotels & Resorts is known for its exemplary company culture, authenticity to the markets in which we operate, innovation and exceptional service.  We are now searching for a Training and Development Coach to assist in developing and delivering functional, tehnical, property and brand training for Omni Reservation Center!  The ideal candidate is professional, driven, goal-oriented and genuine with a service driven attitude. In return, we provide a stable secure company, and family atmosphere with great benefits.

     

    Benefits Include:

    • Competitive Pay!
    • Medical, Dental and Vision Insurance
    • PTO
    • 401K
    • Smart Casual Fun Work Environment
    • Employee Discounts at Omni properties and much more!

    Responsibilities

    • Organize and facilitate new hire classroom and one-on-one training for central reservations including system navigation, hotel information, call center policies & procedures, etc.
    • Oversee Associates for the first 60 to 90 days once out of training
    • Oversee assigned new hires and provide on-going coaching that supports Omni’s sales and customer service products
    • Communicate with the Operations Manager and Supervisors any behaviors and/or performance issues that have a probability of escalation and document in the performance database. Conduct appropriate coaching
    • Assist with training associates on new promotions, procedures, and other items related to sales activities. This may be one-on-one or at a group level
    • Participate in achievement of Center Performance Measurements including Handling Time, conversion, favorable achievement of Associate Opinion Survey scores, Service Levels, JD Power and Medallia Customer Satisfaction Scores
    • Oversee the daily performance and quality control of the reservations sales floor which includes logging attendance issues in the daily record, reporting system issues, and assisting reservations sales associates with problem solving techniques when they arise
    • Conduct new hire follow-up training
    • Develop and conduct hotel, policy, and program training at the direction of Operations
    • Conduct remote trainings for Work At Home Agents as needed
    • Conduct online training modules for associates
    • Partner with training team to develop create yearly training plan
    • Assist with individual training needs and follow up with skill development

     

    Qualifications

    • 2 – 3 years experience in central hotel reservation systems, office systems, and/or other proprietary systems
    • Experience with planning training curriculum and personally delivering training programs preferred
    • Exceptional technical abilities; literate in CRS database, reservation systems, Windows software such as Word, Excel, and Power Point or other equivalent word processing programs
    • Excellent oral and written communication and interpersonal skills
    • Knowledge of training and instructional concepts
    • Enthusiastic, energetic and have desire and ability to learn new technical programs
    • Ability to work on multiple projects simultaneously
    • Ability to prioritize projects and change priorities based on business needs
    • Ability to work nights and weekends as needed (Ability to have a flexible schedule based on business needs including conducting training within the 6am to midnight time frame)
    • Ability to work well in team environment

    Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 

    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.

    End of Job Description

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