Omni Houston Hotel
Job Description
The Omni Charlotte Hotel is seeking a dedicated individual to develop proactive personal and professional relationships with select guests, acting as an advocate and point of contact for all select guests. The role involves understanding the basic tenets of room merchandising and integrating that knowledge with selective selling techniques to sell the right rooms to the right customers at the right rate. Responsibilities include facilitating the select guest program and ensuring select guest needs and requests are met. This includes making, changing, and canceling reservations, filing reservations and back-ups, handling mail and correspondence, processing confirmations, processing 800 number reservations, maintaining the select guest database, insuring proper handling of select guest and VIP reservations, placing reserved specials and amenities in rooms for select guests, executing assigned tasks using Microsoft Office and the internet, being familiar with guest scenarios and following up on all guest requests and concerns, adhering to the service recovery process, being familiar with all systems and equipment related to the front office, being familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests, being familiar with all hotel amenities, being familiar with all hotel facilities, being an ambassador for the hotel, building and maintaining a loyal customer base, being thoroughly acquainted with all check-in and check-out procedures and policies, protecting confidential guest information and guest room key access according to front office SOP's, being familiar with the inter-relationship between the different departments, being familiar with local attractions and businesses, responding to any reasonable task as assigned by management, aiding guests in locating other areas of the hotel, being familiar with parking validation procedures, following all company safety and security policies and procedures, reporting accidents, injuries, and unsafe work conditions, completing safety training and certifications, following all company policies and procedures, ensuring clean uniform and professional personal appearance, maintaining confidentiality of proprietary information, protecting company assets, developing and maintaining positive working relationships with others, supporting team to reach common goals, listening and responding appropriately to the concerns of other employees, ensuring adherence to quality expectations and standards, identifying, recommending, developing, and implementing new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Tools/equipment include desktop computer, printer, telephone, copier, fax machine, two-way radio dispatch. Qualifications include prior guest service experience, preferably in hotels, excellent customer service skills and up-selling techniques, strong communication, presentation, training, and organizational skills, maintaining a professional business appearance, attitude, and performance, moving, bending, lifting, carrying, pushing, pulling, and placing objects weighing up to 20 pounds without assistance, standing, walking, or sitting 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.
The Omni Charlotte Hotel is seeking a dedicated individual to develop proactive personal and professional relationships with select guests, acting as an advocate and point of contact for all select guests. The role involves understanding the basic tenets of room merchandising and integrating that knowledge with selective selling techniques to sell the right rooms to the right customers at the right rate. Responsibilities include facilitating the select guest program and ensuring select guest needs and requests are met. This includes making, changing, and canceling reservations, filing reservations and back-ups, handling mail and correspondence, processing confirmations, processing 800 number reservations, maintaining the select guest database, insuring proper handling of select guest and VIP reservations, placing reserved specials and amenities in rooms for select guests, executing assigned tasks using Microsoft Office and the internet, being familiar with guest scenarios and following up on all guest requests and concerns, adhering to the service recovery process, being familiar with all systems and equipment related to the front office, being familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests, being familiar with all hotel amenities, being familiar with all hotel facilities, being an ambassador for the hotel, building and maintaining a loyal customer base, being thoroughly acquainted with all check-in and check-out procedures and policies, protecting confidential guest information and guest room key access according to front office SOP's, being familiar with the inter-relationship between the different departments, being familiar with local attractions and businesses, responding to any reasonable task as assigned by management, aiding guests in locating other areas of the hotel, being familiar with parking validation procedures, following all company safety and security policies and procedures, reporting accidents, injuries, and unsafe work conditions, completing safety training and certifications, following all company policies and procedures, ensuring clean uniform and professional personal appearance, maintaining confidentiality of proprietary information, protecting company assets, developing and maintaining positive working relationships with others, supporting team to reach common goals, listening and responding appropriately to the concerns of other employees, ensuring adherence to quality expectations and standards, identifying, recommending, developing, and implementing new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Tools/equipment include desktop computer, printer, telephone, copier, fax machine, two-way radio dispatch. Qualifications include prior guest service experience, preferably in hotels, excellent customer service skills and up-selling techniques, strong communication, presentation, training, and organizational skills, maintaining a professional business appearance, attitude, and performance, moving, bending, lifting, carrying, pushing, pulling, and placing objects weighing up to 20 pounds without assistance, standing, walking, or sitting 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.