Guest Services and Loyalty Manager

Omni Hotels and Resorts; Charlottesville (VA); On-site; USD 54,000; Full time

Job summary

A leading hotel company in Charlottesville is seeking a Loyalty and Experience Manager to create exceptional guest experiences from arrival to departure. The ideal candidate will manage guest relations, train new associates, and maintain high standards of service. Strong communication skills and a Virginia driver's license are required. This full-time position offers an hourly rate of $20, with overtime compensation, totaling approximately $53,300 annually.

Benefits

Complete benefit package

Professional development opportunities

Qualifications

• Prior loyalty ambassador and hotel front desk background preferred.
• Must be able to work in a fast-paced environment.
• Must have a valid Virginia driver's license in good standing.

Responsibilities

• Ensure all guests are treated with maximum courtesy.
• Maintain liaison with management and staff for quality service.
• Lead training for new associates on Select Guest programs.

Skills

Communication skills

Interpersonal skills

Attention to detail

Ability to resolve issues

Job description

Location

Charlottesville Hotel

The Omni Charlottesville Hotel offers 208 beautifully appointed guestrooms and suites featuring panoramic views of the Blue Ridge Mountains, along with a full service restaurant and 12,000 square feet of meeting space. The Omni is located in the heart of downtown at the base of the downtown pedestrian mall. Our location offers a wide variety of local restaurants, pubs, entertainment venues, or even just to take a scenic walk and enjoy the culture of Charlottesville. There are numerous local historic sites that have played a unique role in American history which include: Monticello, the University of Virginia, Ash Lawn-Highland, Historic Court Square and Michie Tavern. Our Blue Ridge Parkway offers unmatched views and our very own downtown mall features daily entertainment at the four theaters which offer live music, movies and theatrical performances. Although we have a beautiful property and location, our associates are what separate us from the rest of the hotels. Our culture provides an atmosphere that allows our associates to learn and grow in their professional development in a fun environment. We strongly encourage promotions from within our company, and as a result, our staff has a solid hospitality foundation. Our diverse staff comes from many different countries in the world and provides a fantastic atmosphere to develop both from a professional and personal level. Although we offer a complete benefit package for all of our full‑time associates, all of our associates are provided the greatest benefit of all which is “opportunity”.

Job Description

The Loyalty and Experience Manager creates a 4‑diamond experience from guest arrival on the front drive to their departure. Position is considered to be an OEM Manager (Overtime Eligible Manager) and based on business demand will be scheduled 47½ hours per week which will be paid at an hourly rate of $20/hour for 40 hours and $30/hour (overtime rate) for 7½ hours which equates to approximately $53,300 annualized. Hours are based on business demands in the hotel and may fluctuate.

Responsibilities

• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with management, reservations desk and housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
• Be alert to potential problems and malfunctions of hospitality services and make on‑the‑spot corrections.
• Ensure maximum cooperation and coordination between the Valet/Bell and Front Desk teams.
• Be involved in resolution of as many guests' complaints as possible.
• Lead training for new associates on the Select Guest programs as appropriate for each job function.
• Conduct monthly Loyalty Ambassador meetings with the Operations Team.
• Create relationships with current and prospective Select Guest members and follow through with any complaints.
• Ensure professional standards of behavior in the bell/valet department.
• Monitor the standards of work, working practices, productivity for associates in the department.
• Establish and maintain effective all‑round control of the department through delegation and coordination.
• Work closely with management and subordinates, stimulating motivation and sense of group satisfaction.
• Liaise with Front Office for details of groups, VIPs, Select Guest, promotions and packages.
• Communicate directly with guests, both in person and by telephone.
• Provide information on facilities, services, events, attractions and have knowledge of the surrounding areas, restaurants and points of interest.
• Directly oversee all aspects of Front Office and Guest Services when Director of Front Office is not in.
• Attend meetings in absence of Director of Front Office.

Qualifications

• Prior loyalty ambassador and hotel front desk background preferred.
• Must have strong communication skills.
• Must be able to work in a fast paced environment and resolve issues on the spot.
• Must have excellent interpersonal and communication skills.
• Must have a valid Virginia driver’s license in good standing.
• Willingness to work extended hours when needed, depending on business demands.
• Must be attentive to details.
• Must be pleasant and friendly.