Guest Services Ambassador | Full-Time - Omni Houston Hotel : Job Details

Omni Orlando Resort at Championsgate

Ensures all guest opportunities are managed efficiently and guests receive a superior level of service by initiating and maintaining communication.

Analyzes guest service data from various sources such as social media (TripAdvisor, Facebook, Yelp), Medallia/NPS, guest feedback and letters to identify guest service trends positive and negative to identify and prioritize initiatives to enhance the guest experience.

Maintain continuous liaison with Operations Teams to guarantee that guests are receiving quality services that exceed their expectations.

Provides well documented and researched responses to guests in response to their communications received via email, phone, Omni Orlando Management Inbox, Medallia, Elmer Tickets, folio emailer, profile notes, and any other guest communication.

Respond to guest feedback in a prompt and respectful manner within 24-48 hours of receipt.

Extensive data collection from the analysis of Medallia and NPS scoring/feedback.

Constant review of social media sites such as: TripAdvisor, Yelp, Open Table, Facebook, Twitter, Instagram, etc. to extract information of Resort guests service wins and opportunities.

Dissection of feedback from various sources into identifying opportunities that will assist the Resort in providing improved services to the guest.

Partnership with the Sr Leaders in all areas of the Resort to review the opportunities and develop initiatives to provide a better experience to the guest.

Create and present detailed reports and presentations to communicate results to Leaders in the organization.

Follow up on initiatives executed to determine positive or negative impact on the guest experience. Recommend additional changes as needed to meet goals.

Participate in Guest Engagement Meetings and any other meetings where necessary.

Perform other special duties as required by Leadership.

A 4-year bachelor's degree is required.

Hospitality and/or quality improvement experience preferred.

Ability to dissect information and offer solutions to opportunities identified.

Effective organizational skills and managerial courage to collaborate at a senior level in the organization.

Strong guest service relations skills, willingness to go above and beyond in serving others.

Exemplary interpersonal, verbal and written communication skills.

Strong presentation skills in front of groups of Leadership.

Proactive thinker, self-motivated and displays excellent problem-solving skills.

Ability to multi-task, in a fast-paced environment handling external and internal guest inquiries and/or issues in a calm and professional manner.

Must be neat in appearance accordance with Omni standards.

Able to sit for long period of time at a desk.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability.