Guest Experience Manager

Overview

Amelia Island Resort

At Omni Amelia Island Resort guests can explore 3.5 miles of pristine beach and scenic marshlands while enjoying luxurious oceanfront accommodations, world-class resort pools, championship golf, full-service spa, endless dining options and family-friendly activities.

Omni Amelia Island's 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, the Omni Amelia Island Resort may be your perfect match.

Job Description

The Guest Experience Manager is responsible for developing relationships with Select Guest members and act as a point of contact for them.

This position will oversee the Concierge Department and is responsible for their continuous training. This position is also responsible for working closely with areas of operation relating to the guest experience that include but are not limited to Reservations, Front Desk, PBX, Guest Services, Activities, Spa, Housekeeping and Food and Beverage.

Responsibilities

ESSENTIAL FUNCTIONS Lead training for new associates on the Select Guest programs as appropriate for each job functionConduct monthly Loyalty Ambassador meetings with the Operations teamAct as the point of contact for all Select Guest members for the hotel;

communicate special needs to the Operations teamCreate relationships with current and prospective Select Guest members and follow through with any complaintsEnsure professional standards of behavior in the concierge departmentMonitor the standards of work, working practices, productivity for associates in the departmentConducts MOS audits according to Omni standardsEstablish and maintain effective all-round control of the department through delegation and co-ordination.

Work closely with management and subordinates, stimulating motivation and sense of group satisfactionLiaise with Front Office / for details of groups, VIPs, Select Guest, promotions and packagesCommunicate directly with guests, both in person and by telephoneProvide information on facilities, services, events, attractions and have knowledge of the surrounding areas, restaurants and points of interestProvide travel routes and transportation services, area maps, brochures and other literatureArrange amenities, tickets, bookings, appointments and reservations for guests Schedule pre-arrival calls accordingly and spot checks proper execution

HOTEL SPECIFIC FUNCTIONS :

Cross-training in Reservations, Front Desk, PBX, Guest Services, Activities, Spa, Housekeeping and Food and Beverage. Knowledge of related departments, especially F&B Outlets, Spa and Golf

MARGINAL FUNCTIONS :

Respond to any reasonable task as assigned by supervisor or managerAssist in other departments as neededAttend monthly departmental meetingsParticipate in property MOD and Lobby Ambassador schedule as neededAbility to stand for extended periods of time

TOOLS / EQUIPMENT :

Computer / copier and printer; fax machinePhone systemRadioGiven gift card machinePens and paper

Qualifications

QUALIFICATIONS (Education, Knowledge, Training, & Work Experience) Excellent oral and communication skillsBe able to Stand for 8 hoursComputer proficiencyExcellent knowledge of local community and surrounding areas.

Excellent problem-solving skills and organizational skills. Able to operate Open Table, Go-Concierge, Opera, software programs.

Able to multi-task and handle guest concerns according to a 5-diamond service level.

Omni Hotels & Resorts is an equal opportunity employer.