Loyalty Manager

Overview

To maximize opportunities for creating loyal Omni Mount Washington guest, while ensuring appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.

Essential Functions

• To be thoroughly acquainted with all Select Guest member programs, promotions and benefits.
• To ensure perfect delivery of all package elements, hand-written turndown cards and VIP amenities in conjunction with Housekeeping, Room service and FD.
• To review and respond to Medallia comments from Select Guests.
• To deliver unique requests and anticipate guest needs based on past alerts.
• To serve as the Ambassador for the Front of the House.
• To be familiar with reservations, rooms control and basic room inventory.
• To be thoroughly acquainted with all check-in procedures and policies.
• To be thoroughly acquainted with all check-out procedures and policies.
• To be familiar with guest scenarios.
• To be familiar with all technical equipment as related to the Front Desk.
• To be familiar with all hotel facilities.
• To be familiar with general organization set-up.
• To be familiar with the inter-relationship between the different departments.
• To have complete understanding of room type availability.
• To understand and complete the Rooms Controller Checklist.
• To understand and block the house.
• To demonstrate knowledge of the surrounding area.
• To oversee Guest experience in the Presidential Wing, anticipating Guest’s needs, owning guest recovery while guests are in-house and following up on Guest feedback after departure.
• To ensure that all arriving and departing Presidential Wing guests are treated with maximum courtesy and are served expeditiously.
• To anticipate and resolve guest complaints, escalating to Director of Front Office or appropriate Resort leaders when necessary.
• To support programming of other departments in the Presidential Wing including feedback on scheduling.
• To oversee Associates assigned under the umbrella of Presidential Wing.
• To maintain continuous liaison with Resort Management and the entire Rooms division, including Management, Reservations Desk, Hotel Front Desk and Housekeeping staff to guarantee that Presidential Wing guests are receiving quality services that exceed their expectations.
• To work closely with the Director of Front Office and Director of Housekeeping to maintain welcoming and friendly coverage of the Presidential Wing, ensuring an outstanding total guest experience, from arrival to departure, communicating specifically regarding occupancy and events.
• To maintain cooperative relationships with leadership teams in all departments including Food and Beverage, Activities, Golf, Spa, Stables and Bretton Woods Ski Area to ensure consistent service is provided to all Select Guests levels.
• To drive engagement with all departments with enrolling new select guests members.

  Qualifications

  • A High School Diploma or GED, Bachelor’s Degree preferred.
  • Three to Four years’ experience in Hospitality Operations, including at least two years supervisory or management experience, preferred.
  • Familiarity with Hotel booking and concierge systems.
  • Ability to learn Opera, Alice, RTP and Opentable.
  • Clear, concise written and verbal communication skills.
  • Candidate must be comfortable speaking to guests and conducting meetings if required.
  • Possession of a strong attention to detail, in both the physical asset and administrative tasks.
  • Capability to grow as the position evolves.
  • Proven track record of exceeding goals to provide the highest quality experience for our guests.
  • Proven ability to engage Associates at all levels.
  • Demonstrated ability to work with other departmental leadership.
  • Candidate must be passionate about providing warm, engaging and personalized service.
  • Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.
  • Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.
  • Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone.

  Benefits

  The Omni Mount Washington Resort & Spa and Bretton Woods Ski Area 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. The Omni Mount Washington Resort & Spa is committed to serving our associates and nurturing their growth. We embody a culture of respect, gratitude and empowerment each day.

  Schedule

  The schedule for this position is typically 8 hours per day, Monday through Friday.

  Pay

  The pay range for this position is $20.00 to $25.00 per hour, depending on experience and qualifications.