• Loyalty Membership Services Support Specialist

    Job Locations US-NE-Omaha
    Posted Date 2 months ago(3/14/2018 4:58 PM)
    Requisition ID
    # of Openings
    Category (Portal Searching)
  • 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 Loyalty Service Specialist to join our Omaha Reservation Center team!  


    Benefits Include:

    • Competitive Pay!
    • Medical, Dental and Vision Insurance!
    • Flexible Spending Accounts!
    • 401K!
    • Employee Assistance Program!
    • Holiday Party!
    • Paid Training!
    • Employee Discounts at Omni properties and much more!


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


    • Daily support of Select Guest and GHA Member Services including receiving and responding to telephone, internet, and email inquires.
    • Responding to inquiries to the satisfaction of the guest and GHA brands within 48 hours.
    • Handle escalated Select Guest and GHA issues.
    • Research and resolve Airline Miles Rejects and failures.
    • Input missing profiles, stays and/or mileage rewards as requested.
    • 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.
    • Support of Sensational Service standards and offer enhanced service supporting Omni’s guests and hotels.
    • Processing of incoming Membership Services 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.


    • One year of customer service experience and dealing with escalated service issues in a call center environment.
    • Online retail industry experience preferred.
    • Self-starter with a positive attitude and strong work ethic.
    • Excellent PC skills using Microsoft Office software.
    • Maturely handle complaints and diverse customers while maintaining a high level of service.
    • Ability to thrive in a fast-paced, rapid growth environment.
    • Ability to effectively Manage multiple projects simultaneously.
    • Desire to grow, learn and advance within the company.

    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.


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