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Omni Nashville Hotel

Loyalty Ambassador

Nashville, TN

Position Description / Responsibilities

To facilitate the Select Guest program, ensure all guest needs and requests are met by making, changing, and canceling reservations, handling correspondence, and processing confirmations. Maintain the Select Guest Database with guest preferences and ensure proper handling of VIP reservations through communication with hotel operations. Place reserved amenities in rooms and execute tasks using Microsoft Office and the Internet.

Familiarity with Front Office systems (Opera, Alice, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel) and hotel rate plans is necessary. Serve as an ambassador for the hotel, building a loyal customer base. Understand check-in/out procedures and protect guest information according to SOPs. Respond to management tasks, assist guests with directions, and know parking validation procedures.

Develop positive relationships with team members, support common goals, and adhere to quality standards. Greet guests warmly, use surnames, and maintain Four Diamond service standards. Engage with guests, anticipate needs, and recommend on-site venues first. Know local attractions, hotel facilities, departmental inter-relationships, and the importance of Medallia scores.

Maintain proper phone etiquette, follow company policies, ensure a clean appearance, protect company assets, and follow safety protocols. Deliver personalized guest experiences and complete tasks assigned by management.

Position Requirements

  • Must have strong communication, presentation, training, and organizational skills
  • Excellent customer service, up-selling, communication and problem-solving skills
  • Maintain a professional business appearance, attitude, and performance
  • Must be able to work a variety of shifts, including weekends and holidays
  • Prior customer service experience required, preferably in hotels.

ENVIRONMENT & POSITION ANALYSIS:

  • Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
  • Stand, walk or sit for an extended period or for an entire work shift.
  • Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

TOOLS & EQUIPMENT:

Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, two-way radio dispatch, bell cart

Application Instructions