Omni Hotels Guest Relations Analyst in Champions Gate, Florida
Orlando Resort at Championsgate
The Omni Orlando Resort at ChampionsGate is surrounded by 36 holes of championship Orlando golf, the Leadbetter Golf Academy World Headquarters and 15 acres of recreation, this four-diamond resort is one of the nation's premier golf, meeting and leisure retreats. In addition to walk-out golf, guests may choose to relax in our signature Mokara spa, dine in one of our five restaurants or enjoy 15 acres of pools and recreation activities including the 850-foot lazy river.
Omni Orlando’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 Orlando Resort at ChampionsGate may be your perfect match.
Ensures all guest opportunities are managed efficiently and guest receive a superior level of service by initiating and maintaining communication.
Analyzes guest service data from various sources such as social media (TripAdvisor, Facebook, Yelp), Medallia/NPS,Medallia, guest feedback and letters to identify guest service trends positive and negative to identify and prioritize initiatives to enhance the guest experience.
o Maintain continuous liaison with Operations Teams to guarantee that they have the analytics on where to focus and drive service and quality.o Provides well documented and researched responses to guests in response to their communications received via email, phone, Omni Orlando Management Inbox, Medallia, Elmer Tickets, folio emailer, profile notes, and any other guest communication.o Respond to guest feedback in a prompt and respectful manner within 24-48 hours of receipt.o Extensive data collection from the analysis of Medallia and NPS scoring/ feedback.o Constant review of social media sites such as: TripAdvisor, Yelp, Open Table, Facebook, Twitter, Instagram, etc. to extract information of Resort guests service wins and opportunities.o Dissection of feedback from various sources into identifying opportunities that will assist the Resort in providing improved services to the guest.o Partnership with the Sr Leaders in all areas of the Resort to review the opportunities and develop initiatives to provide a better experience to the guest.o Create and present detailed reports and presentations to communicate results to Leaders in the organization.o Follow up on initiatives executed to determine positive or negative impact on the guest experience. Recommend additional changes as needed to meet goals.o Participate in Guest Engagement Meetings and any other meetings where necessary to present their findings and recommendations.o Perform other special duties as required by Leadership.
Qualifications:o A 4-year bachelor’s degree is preferred.o Hospitality and/or quality improvement experience preferred.o Ability to dissect information and offer solutions to opportunities identified.o Effective organizational skills and managerial courage to collaborate at a senior level in the organization.o Strong guest service relations skills, willingness to go above and beyond in serving others.o Exemplary interpersonal, verbal and written communication skillso Strong presentation skills in front of groups of Leadershipo Proactive thinker, self-motivated and displays excellent problem-solving skills.o Ability to multi-task, in a fast-paced environment handling external and internal guest inquiries and/or issues in a calm and professional manner
Physical Requirements:o Must be neat in appearance accordance with Omni standardso Able to sit for long period of time at a desk
Working Environment:o Interior of hotelo Normal office conditionso Faced paced environment with interruptions
Tools & Equipment:o Computer, printer, scanner, telephone, /Radio, pen/pencil, copying machine, file folders, filing cabinet, and fax machine.o Strong Microsoft Office skills in Word, Excel, PowerPoint, Outlook, Notes, Access, Publisher, etc.o Knowledge of Opera (OPMS), Synergy, Nucleus, Medallia/NPS, Alice, Delphi
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
Job LocationsUS-FL-Champions Gate
Posted Date3 days ago(6/10/2021 1:54 PM)
Requisition ID 2021-52171
of Openings 1
Category (Portal Searching) Administrative/Clerical