Central Res Guest & Membership Care - G&MC Specialist

Omni Customer Care Center

Omni Hotels and Resorts creates genuine, authentic guest experiences at over 50 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

General Overview for Applicants

This position is responsible for providing support for both internal and external customers with the Select Guest program, service concerns, and operational issues received by the department from Omni Hotels & Resorts Guests, reservation agents, property staff, and the corporate office. Individual will work towards resolving problems, answering inquiries, maintain customer data, provide complete documentation as need, and providing instructions or information to satisfy the needs of the guests and hotels. Specialists will ensure complete guest satisfaction by handling requests in a courteous, timely, professional, and efficient manner. This position will utilizing department standard processes and adhering to Moments of Service guidelines.

Benefits

• Competitive hourly pay and overtime/ pay differential eligibility
• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Life and disability insurance
• Paid time off
• Employee Assistance Program (EAP) and wellness support
• Training and career development opportunities
• Employee discounts and recognition programs
• Flexible scheduling when possible
• Family and medical leave eligibility
• Training and professional development opportunities
• Tuition reimbursement or education assistance programs

Schedule: Tues/Sat Off; Sun, Mon, Wed, Thurs, Fri 10:30am-7:00pm

Responsibilities

Essential Job Functions/Qualification:

• Responds effectively to all inquiries, serving as the primary point of contact and owning customer issues, from start to finish (includes being a keen problem solver who is able to think on his/her feet as well as being a self-starter who is comfortable taking the initiative)
• Displays a pleasant, helpful, and courteous attitude toward customers, fellow associates, and management. Remain calm and professional under pressure
• Perform all operating functions of the telephone system and computer systems to receive and respond to inquires via phone, email, and online claim
• Verifies and shows understanding in all current company policies and procedures necessary when handing Select Guest, Select Planner, stay feedback, billing, and data privacy contacts
• Reviews and demonstrates understanding of all reference materials, SOP’s (System Operating Procedures), Training Modules, and information bulletins
• Accurate and detailed documentation of customer contacts including the issue, resolution, and actions taken. Ensure guest contacts are acknowledged and responses received within 24 hours of receipt, striving for first contact resolution when possible
• Assist with enrollments, upgrades, and adjustments as needed
• Assist with making, updating, or cancelling reservations while assisting guests or when providing back up to the reservation center during high queue needs
• Support Hotels by assisting with essential daily tasks of maintaining data, updating daily arrivals reports, processing VIP requests and room assignment assistance
• May be required to perform other related duties, responsibilities and activities which may change or be assigned at any time with or without notice

Qualifications:

• Computer proficiency to include Excel, Word, Teams, and other Microsoft products
• Ability to effectively learn and work in department operating systems including Oracle products, NICE, and Omni developed tools
• Ability to effectively communicate in English (both oral and written) demonstrate personal skills; listens to others
• Ability to perform basic math (add, subtract, divide, and calculate percentages)
• Sound judgement and the ability to access issues quickly and accurately to provide resolution or next steps, make reasonable decisions in the absence of direction.
• Receptive to coaching from management, responds positively with willingness to make changes when desired
• Ability to multi-task between systems and tasks while providing accurate and complete details
• Proven track record for leadership to include maturity, commitment, professionalism, attitude, performance, discretion, responsibility, and ability to maintain a high level of confidentiality
• High School diploma required

Equipment - Associates participating in the Work at Home program will be responsible for providing the following equipment: Required PC/Laptop Hardware and OS (Apple not supported): (May be subject to change at a later date)

• 64-bit Windows 11 or newer version
• Processor – I5 or AMD Ryzen 5 or better
• 8GB Ram
• 100GB Hard Drive free disk
• Windows Updates are showing up to date.
• 1 NIC (Ethernet port)
• USB Connection (at least 3 ports)
• Licensed and up to date anti-virus full scan completed (including date, time, files scanned, & no threats)
• Suggested System – Windows Defender
• McAfee and AVG anti-virus systems are not supported.
• Power Surge Protector
• Logitech USB Headset Mono/Stereo H650e or H570e (on Amazon)

Other Items Required:

• Full screenshot of www.speedtest.net of completed speed test.
• Copy of Internet Service Provider bill documenting internet speed with 25mb download and 10mb upload.
• Photos of workstation showing proximity to internet connectivity (must be in the same room), wired keyboard, and wired mouse.
• Smartphone with application download capability (Please download Okta Verify and Microsoft Authenticator)

Other Items Suggested:

• Additional Monitors Highly Suggested for ease of process
• Ergonomically approved desk chair and desk work surface
• Smoke Detector
• Fire extinguisher 2.5lbs or more
• First Aid Kit
• Copy of Declarations page of Homeowner’s/Renter’s Insurance

Important Notes:

• Please provide pictures of the above requirements.
• A Wireless Connection is NOT allowed for our Work at Home Associates
• A Wireless mouse or keyboard is NOT allowed.
• No one else can be on / using your internet during your scheduled shift.
• No devices can be connected to your internet during your scheduled shift.
• Satellite internet is not permitted.
• Microsoft Teams must be downloaded on personal desktop for technical assistance.

Omni may modify its provision of equipment resources upon notice to the Associate.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: EEOC is the Law Poster. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. 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.