Loyalty Manager

Overview

Mount Washington Hotel

As grand as the history behind it, the Omni Mount Washington Hotel, located in Bretton Woods, New Hampshire, is gracious in ambiance and generous in amenities. A favorite New England retreat of presidents, poets and celebrities, the hotel delights every sense with enchanting music, refined dining and luxurious décor.Omni Mount Washington Resorts 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 is committed to serve our associates and nurture their growth. We embody a culture of respect, gratitude and empowerment each day. If you are a friendly, motivated person, with a passion to serve others, the Omni Mount Washington Resort may be your perfect match.

Job Description

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.

Responsibilities

• 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
•    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.
•    Be familiar with guest scenarios.
•    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.
•    Complete the shift checklist
• Must have complete understanding of room type availability.
• Understands and complete the Rooms Controller Checklist.
• Must have complete understanding of blocking the house.
•   Exhibit familiarity with all of the food and beverage outlets on property
•    Demonstrate knowledge of the surrounding area
• 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
• Ensure that all arriving and departing Presidential Wing guests are treated with maximum courtesy and are served expeditiously
• Anticipate and resolve guest complaints, escalating to Director of Front Office or appropriate Resort leaders when necessary
• Manage Medallia Guest feedback and communication with Omni Guest Relations, facilitating communication with other departments if necessary
• Support programming of other departments in the Presidential Wing including feedback on scheduling. Oversee Associates assigned under the umbrella of Presidential Wing.
• 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
• 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   
• 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 Presidential Wing guest service throughout the resort

Tools and Equipment:

• Computer and printer, telephone, pen/pencil, photo-copying machine, file folders, filing cabinet, facsimile machine
• Systems: Opera (ORS & OPMS), Microsoft Office, ALICE, RTP, Spasoft, Kronos and Ultipro

Working Environment:

• Interior of hotel, in normal office conditions.
• Exterior of hotel with exposure to weather conditions.

Qualifications

• 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, required.
• 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.
• Must have a 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.
• 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.