Loyalty Ambassador / Rooms Controller

Omni Hotels & Resorts - Tempe, AZ

Full-time - Entry Level

Tempe, AZ

501-1,000 employees

Accommodation

About the position

The Loyalty Ambassador / Rooms Controller at Omni Hotels & Resorts is responsible for managing the hotel's guest room inventory and ensuring a high-quality experience for loyalty program guests. This role involves coordinating between various departments, overseeing room assignments, and creating memorable experiences for guests, particularly those in the Select Guest loyalty program.

Responsibilities

• Oversees room inventory and ensures proper blocking strategies are in place.
• Oversees execution of Pre-Registration procedures.
• Receives and responds to in-house reservations inquiries.
• Reviews resumes for group blocking.
• Attends daily property stand-up meetings and updates staff on room inventory as well as any VIP and Select Members in-house.
• Assists with the development of Front Desk sold-out night strategies.
• Develops proactive personal relationships with Omni Select Guest Members and acts as an advocate for them.
• Performs Front Desk and PBX duties as needed throughout the week.
• Understands Select Guest Program and VIP procedures.
• Assists with Loyalty Program training for other Front Office and Hotel associates.
• Promotes the Select Guest Program.
• Creates unique memorable experiences for Select Guests during their stay.
• Provides a warm in-person welcome to Select Guests upon arrival and ensures all their requests are met throughout their stay.
• Assists guests with all communication including room reservations, payments, questions, check-in, check-out process, guest room assignments, and special requests.
• Owns and resolves any concerns or issues with Select Guests and communicates any needs or special requests to fellow hotel departments.
• Collaborates with In-Room Dining to have amenities placed in the room prior to the guest's arrival.
• Attends monthly Loyalty meetings and conducts training with hotel associates.
• Develops relationships with Select Guests and serves as their point of contact for any hotel or program questions.
• Performs any other duties assigned by Management.
• Maintains regular attendance in compliance with Omni standards.

Requirements

• Must have full knowledge of the status of every guest room in the hotel.
• Excellent communication skills - verbal and written.
• Excellent organizational skills.
• Excellent customer service skills.
• Ability to troubleshoot potential problem areas according to information found in data.
• Ability to work with and understand financial information and data, and basic arithmetic functions.
• Familiarity with all hotel facilities, local attractions, and businesses.
• Front Desk and/or Reservations experience in a hotel environment highly preferred.
• Ability to work nights, weekends, and holidays.

Benefits

• Full-time position with competitive salary
• Opportunity to work in a dynamic hotel environment
• Employee discounts on hotel stays and services