OverviewWilliam Penn HotelHistory defines elegance in this classic, downtown Pittsburgh hotel. Since opening the doors in 1916, the Omni William Penn Hotel has played a starring role in the city of Pittsburgh, hosting movie stars, politicians, heads of state, and leaders of business and industry. A recent multi-million dollar renovation has only enhanced the beauty of this luxury hotel to ensure that generations to come will enjoy the outstanding service, guest room accommodations, and award winning cuisine that have defined the Omni William Penn Hotel for decades.Job DescriptionThe Guest Relations Manager is the point of contact for all select guests and VIPs, ensuring that all their needs are met with the highest level of service, always keeping in mind the Power of Engagement. It is the champion for Medallia, and Select Guest Program.Responsibilities
ESSENTIAL SKILLS/ABILITIES:
Oversees the concierge team
Loyalty Ambassador Champion for the Resort
Respond and resolve all Guest Issues in timely manner
In charge of responding Medallia surveys and data analysis, identify trends and share this information during our Weekly Operations meeting.
In charge of doing daily Follow-ups with guest listed on the MOD report
Trainer for Loyalty Ambassadors
Attend stand up meeting and share Medallia scores.
Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction
Respond to guests needs and anticipate their unstated ones
Expect and react promptly to guests’ requirements and inquires
Actively listen and resolve guests’ complaints
Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
Coordinate and manage communication between guests and staff
Promote all amenities, conveniences and programs offered
Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
Appraise team’s performance and produce reports
Examine activities logbook, assign tasks appropriately and implement control schedule daily
Develop proactive professional relationships with Select Guests.
Act as an advocate and point of contact for all Select Guests.
Greet Select Guests upon arrival.
Assist the Front Office team with their tasks/assignments as needed especially during peak times. (example: check-in and check-out of guests).
This is a brief description of this position. Other duties may be assigned.Qualifications
High School Diploma required.
Previous customer service is required.
Previous upscale hotel experience required.
3-5 years Hotel Management experience required preferrably front office
Ability to compute accurate mathematical calculations is necessary.
Must have excellent professional communication skills both verbally and in writing in English with guests/visitors, management and co-workers to their understanding, in person, e-mail and by telephone is necessary.
Ability to work cohesively with other departments and co-workers as part of a team.
Knowledge of computers is essential.
Fluency in a foreign language is a plus.
Previous guest relations training preferred.
Expert in Data Analysis and able to identify trends
Great at Multitasking
Opera PMS knowledge preferred
Advance Microsoft 365 knowledge preferred
The Benefits of Being Omni
FT - Full benefit package available after 60 days
Competitive wages
Discounted Associate Room Rates at Omni Hotels across the country
Free Employee Meals
A great family of co-workers
Work for the most prestigious Hotel in Pittsburgh!
Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster (https://www.dol.gov/agencies/ofccp/posters) and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement (https://webapps.dol.gov/elaws/firststep/posterdirect.htm?peeo=1&ga=2.65235949.214368251.1684341924-476176509.1684341924)
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 [email protected] .
Job LocationsUS-PA-PittsburghPosted Date1 day ago(9/3/2024 10:02 AM)Requisition ID 2024-114120 of Openings 1Category (Portal Searching) Front Office Operations