Central Res Guest & Membership Care - G&MC Specialist

Omni Customer Care CenterOmni 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 ApplicantsThis 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.BenefitsCompetitive hourly pay and overtime/ pay differential eligibilityMedical, dental, and vision insurance401(k) retirement plan with company matchLife and disability insurancePaid time offEmployee Assistance Program (EAP) and wellness supportTraining and career development opportunitiesEmployee discounts and recognition programsFlexible scheduling when possibleFamily and medical leave eligibilityTraining and professional development opportunitiesTuition reimbursement or education assistance programsSchedule: Tues/Sat Off; Sun, Mon, Wed, Thurs, Fri 10:30am-7:00pmResponsibilitiesEssential 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 pressurePerform all operating functions of the telephone system and computer systems to receive and respond to inquires via phone, email, and online claimVerifies and shows understanding in all current company policies and procedures necessary when handing Select Guest, Select Planner, stay feedback, billing, and data privacy contactsReviews and demonstrates understanding of all reference materials, SOP’s (System Operating Procedures), Training Modules, and information bulletinsAccurate 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 possibleAssist with enrollments, upgrades, and adjustments as neededAssist with making, updating, or cancelling reservations while assisting guests or when providing back up to the reservation center during high queue needsSupport Hotels by assisting with essential daily tasks of maintaining data, updating daily arrivals reports, processing VIP requests and room assignment assistanceMay be required to perform other related duties, responsibilities and activities which may change or be assigned at any time with or without noticeQualificationsComputer proficiency to include Excel, Word, Teams, and other Microsoft productsAbility to effectively learn and work in department operating systems including Oracle products, NICE, and Omni developed toolsAbility to effectively communicate in English (both oral and written) demonstrate personal skills; listens to othersAbility 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 desiredAbility to multi-task between systems and tasks while providing accurate and complete detailsProven track record for leadership to include maturity, commitment, professionalism, attitude, performance, discretion, responsibility, and ability to maintain a high level of confidentialityHigh School diploma requiredEquipment - 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 versionProcessor – I5 or AMD Ryzen 5 or better8GB Ram100GB Hard Drive free diskWindows 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 DefenderMcAfee and AVG anti-virus systems are not supported.Power Surge ProtectorLogitech 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 processErgonomically approved desk chair and desk work surfaceSmoke DetectorFire extinguisher 2.5lbs or moreFirst Aid KitCopy of Declarations page of Homeowner’s/Renter’s InsuranceImportant Notes Please provide pictures of the above requirements.A Wireless Connection is NOT allowed for our Work at Home AssociatesA 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 LinkEEOC 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.