Guest Relations Officer- Full Time

at  Omni Hotels Resorts

LA COSTA RESORT AND SPA

Nestled among the beautiful coastal foothills of Carlsbad, CA, Omni La Costa Resort & Spa is honored as the #1 Wellness Spa by Spa magazine. Omni La Costa’s acclaimed restaurants present an updated take on locally inspired cuisine and culinary delights. Steps from your door, world-class accommodations, championship golf and tennis, eight pools and more anxiously wait to welcome your arrival.
Omni La Costa associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, Omni La Costa may be your perfect match.
Job Description:
This position’s focus will be on guest satisfaction through supporting our loyalty program, Medallia, social media and guest recovery. The Guest Relations Ambassador serves as an advocate and creates memorable relationships with our guests. He or she is the point of contact for all Select Guests, VIPs and guests who may have had a disappointing experience ensuring that all their needs are met with the highest level of service, always keeping in mind the Power of One.

Responsibilities:

• Develop proactive professional relationships with Select Guests, VIPs and disappointed clientele acting as a resource and point of contact for these guests
• Be knowledgeable about all Rooms Division standard operating procedures
• Respond to guest relations issues on a timely basis
• Follow up with guests during their stay to ensure effectiveness of recovery efforts
• Monitor timely closure of all opportunity comments
• Own the Select Guest program. Implement property-specific or companywide Select Guest promotions and/or communications.
• Collaborate with Department Heads for Department specific guest follow up as needed
• Assist Front Office Leadership with their tasks/assignments as needed especially during peak times. (example: check-in and check-out of guests).
• Track and analyze Medallia scores and trends
• Respond to all social media guest comments - Google, Trip Advisor, etc
• Maintain good working relationships and open lines of communication with all other departments
• Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled quickly, efficiently, thoroughly and courteously
• Uphold the hotel’s commitment to gracious hospitality and follow through on staff training programs
• Track goals and objectives for all areas of responsibility by department; formulate new and fine tune existing goal.

Qualifications:

• Extensive customer service experience with an emphasis on hotel operations and guest services is preferred
• Hotel Front Desk experience preferred
• Must have excellent professional communication skills in English both verbally and in writing via e-mail, by telephone and in person
• Ability to work cohesively with other departments and co-workers as part of a team
• Knowledge of computers is essential
• Previous leadership experience preferred
• Be an empathetic problem solver with excellent relationship building skills

• Develop proactive professional relationships with Select Guests, VIPs and disappointed clientele acting as a resource and point of contact for these guests
• Be knowledgeable about all Rooms Division standard operating procedures
• Respond to guest relations issues on a timely basis
• Follow up with guests during their stay to ensure effectiveness of recovery efforts
• Monitor timely closure of all opportunity comments
• Own the Select Guest program. Implement property-specific or companywide Select Guest promotions and/or communications.
• Collaborate with Department Heads for Department specific guest follow up as needed
• Assist Front Office Leadership with their tasks/assignments as needed especially during peak times. (example: check-in and check-out of guests).
• Track and analyze Medallia scores and trends
• Respond to all social media guest comments - Google, Trip Advisor, etc
• Maintain good working relationships and open lines of communication with all other departments
• Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled quickly, efficiently, thoroughly and courteously
• Uphold the hotel’s commitment to gracious hospitality and follow through on staff training programs
• Track goals and objectives for all areas of responsibility by department; formulate new and fine tune existing goal