Location
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
Supervise the day-to-day operation of the Loyalty department. Acts as the point of contact for all select guests and VIPs, ensuring that all their needs are met with the highest level of service. Champion for the Medallia, ELMERs tickets, and Select Guest Program.
Responsibilities
Oversees the Guest Relations/Loyalty Ambassadors Team
- Loyalty Ambassador Champion for the Resort
- Respond and resolve all ELMER’s tickets in timely manner
- Responsible for responding to Medallia surveys, Social Media reviews and data analysis, identify trends and share this information during our Weekly Operations meeting.
- Oversees the facilitation of the daily amenity distribution property wide.
- In charge of pre-arrival communication for all Select Guest and VIP reservations.
- Pre-Blocking Select Guests and VIP reservations.
- Organizing and planning “WOW” moments utilizing reservation comments.
- Update Group resume/training binders for new hires.
- Responsible for completing daily follow-ups with guests listed on the MOD report
- Trains Guest relations/Loyalty Ambassadors on processes, procedures, and new initiatives
- Attends stand up meeting and share Medallia scores
- Responds to any questions, needs, and desires of guests, and follows up with guests to ensure their requests have been met to their satisfaction
- Responds to guests needs and anticipate their unstated ones
- React promptly to guests’ requirements and inquires
SUPERVISORY RESPONSIBILITIES: Responsible for all Loyalty Ambassador staff and controls all activity within the department.
Secondary Functions:
- Design and implement property-specific incentive programs to focus on improving Select Guest performance in specific areas. Must be approved by Director of Operations/ Rooms.
- Implement property-specific or companywide Select Guest promotions and/or communications. Must be approved by your supervisor.
Qualifications
QUALIFICATIONS, EDUCATION, EXPERIENCE AND TRAINING:
To perform this job successfully, an individual must be able to carry out each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Resort experience with an emphasis on Front Office and Guest Services.
- Must have previous supervisory experience and excellent communication skills.
**NECESSARY LICENSES/ CERTIFICATIONS***
TIPS Alcohol Certification is required upon hire.
Pay Rate: $23.00/hr
Omni Hotels & Resorts is an equal opportunity employer – vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP’s Pay Transparency Nondiscrimination policy statement
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.