Job Information
Omni Hotels Guest Experience Manager in Amelia Island, Florida
Overview
Omni Amelia Island Resort & Spa
At Omni Amelia Island Resort & Spa guests can explore 3.5 miles of pristine beach and scenic marshlands while enjoying luxurious oceanfront accommodations, world-class resort pools, championship golf, full-service spa, endless dining options and family-friendly activities.
Omni Amelia Island Resort and Spa'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 Amelia Island Resort & Spa may be your perfect match.
Job Description
The Guest Experience Manager is responsible for developing relationships with Select Guest members and act as a point of contact for them. This position will oversee the Concierge Department and is responsible for their continuous training. This position is also responsible for working closely with areas of operation relating to the guest experience that include but are not limited to Reservations, Front Desk, PBX, Guest Services, Activities, Spa, Housekeeping and Food and Beverage.
Responsibilities
+ + ESSENTIAL FUNCTIONS
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
Act as the point of contact for all Select Guest members for the hotel; communicate special needs to 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 concierge department
Monitor the standards of work, working practices, productivity for associates in the department
Conducts MOS audits according to Omni standards
Establish and maintain effective all-round control of the department through delegation and co-ordination.
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
Provide travel routes and transportation services, area maps, brochures and other literature
Arrange amenities, tickets, bookings, appointments and reservations for guests
Schedule pre-arrival calls accordingly and spot checks proper execution
HOTEL SPECIFIC FUNCTIONS:
Cross-training in Reservations, Front Desk, PBX, Guest Services, Activities, Spa, Housekeeping and Food and Beverage.
Knowledge of related departments, especially F&B Outlets, Spa and Golf
MARGINAL FUNCTIONS:
Respond to any reasonable task as assigned by supervisor or manager
Assist in other departments as needed
Attend monthly departmental meetings
Participate in property MOD and Lobby Ambassador schedule as needed
Ability to stand for extended periods of time
TOOLS/EQUIPMENT:
Computer/copier and printer; fax machine
Phone system
Radio
Given gift card machine
Pens and paper
Qualifications
+ + QUALIFICATIONS (Education, Knowledge, Training, & Work Experience)
Excellent oral and communication skills
Be able to Stand for 8 hours
Computer proficiency
Excellent knowledge of local community and surrounding areas.
Excellent problem-solving skills and organizational skills.
Able to operate Open Table, Go-Concierge, Opera, software programs.
Able to multi-task and handle guest concerns according to a 5-diamond service level.
Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster (https://www1.eeoc.gov/employers/poster.cfm) and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement (https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf) 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.
Job LocationsUS-FL-Amelia Island
Posted Date2 weeks ago(1/10/2025 11:08 AM)
Requisition ID 2025-118167
of Openings 1
Category (Portal Searching) Front Office Operations
