• Loyalty Ambassador

    Job Locations US-SC-Hilton Head Island
    Posted Date 1 month ago(4/12/2019 8:39 AM)
    Requisition ID
    2019-34860
    # of Openings
    1
    Category (Portal Searching)
    Rooms Operations
  • Location

    Hilton Head Oceanfront Resort

     

    Hilton Head

     

    Located on the sugar sand beaches of Hilton Head Island on the southern coast of South Carolina, this oceanfront resort is a tropical paradise unlike anywhere else in this premier destination. The Omni Hilton Head Oceanfront Resort offers beautiful oceanfront views to all of our guests. 


    Omni Hilton Head’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Hilton Head Oceanfront Resort may be your perfect match.

    Job Description

    The Loyalty Ambassador serves as an advocate and creates memorable relationships with our guests. Our Loyalty Ambassador is the point of contact for all select guests and VIPs, ensuring that all their needs are met with the highest level of service, always keeping in mind the Power of One.

    Responsibilities

    • Develop proactive professional relationships with Select Guests.
    • Act as an advocate and point of contact for all Select Guests.
    • Greet Select Guests upon arrival.
    • Resolve all Select Guest complaints on the spot. Remember the Power of One- you are empowered to anticipate guest desires and proactively deliver and resolve complaints with appropriate measures that match the magnitude of the complaint.
    • Identify all arriving Select Guests; ensure they receive all of their personalized preferences. Ensure they receive airline miles if their stay qualifies.
    • Ensure that accurate up-to-date information is maintained on all Select Guests in all computer systems.
    • Prepare daily reports for and brief all relevant departments, then ensure that all Select Guest expectations are met and exceeded.
    • Train, educate and motivate all hotel associates regarding the Select Guest program and airline miles; be an advocate for the program.
    • Communicate with other Loyalty Ambassadors when assisting a Select Guest with other Omni properties to ensure consistent service.
    • Lead training for new associates on all Select Guest requirements as appropriate for each job function.
    • Lead new manager orientations regarding the Select Guest Program.
    • Perform Moments of Service success checklist reviews in all relevant departments regarding Select Guest standards. (Spot-check to make sure Select Guest benefits are being delivered properly.)
    • Attend Omni Service Tradition Ambassador Meetings and/or monthly department OST meetings.
    • Meet with department heads routinely and make suggestions about improving the Select Guest program at your hotel.
    • Design and implement property-specific Select Guest promotions and/or communications.
    • Design and implement property-specific incentive programs to focus on and improve Select Guest performance in specific areas.
    • Create internal written communications to inform and motivate associates regarding current Select Guest issues.
    • Maintain inventories of all Select Guest collateral and amenity materials.
    • Act as liaison with the corporate office and other properties regarding Select Guests.
    • Participate in monthly Select Guest calls with counterparts at other hotels for training, to share best practices and review new initiatives and programs
    • Promote the Select Guest Program to guests that are not currently members
    • Inspire all departments’ associates to contribute profile information and update member profiles
    • Remember the mirror image. Show enthusiasm and respect not only toward guests, but also toward your co-workers.
    • Collaborate with the Director of Rooms/ Operations to administer the Loyalty Ambassador committee.
    • Act as the leader of service for the hotel by enhancing experiences with Select Guest prior to arrival, during their stay, and after their departure.
    • Enhance experiences with Select Guest by offering personalized service, meet and greet, escort, in house calls, etc.
    • Increase enrollment for frequent guest and intensify activation.

    Qualifications

    • Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
    • Ability to accurately and efficiently input information into computer systems
    • Ability to work cohesively with co-workers both within and outside of your department
    • Ability to compute accurate mathematical calculations
    • Ability to think clearly, quickly and make concise decisions
    • Ability to prioritize, organize and follow up
    • Must have excellent professional communication skills both verbally and in writing in English with guests/visitors, management and co-workers to their understanding, in person, e-mail and by telephone is necessary.
    • Ability to work cohesively with other departments and co-workers as part of a team.
    • Knowledge of computers is essential.
    • Previous customer service experience required
    • At least 1-year of previous hotel front desk experience is required
    • Previous hotel concierge experience is preferred
    • Previous cashiering experience is preferred
    • Previous guest relations training is preferred
    • Must be able to work a flexible schedule to include nights, weekends and holidays

     

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