Omni Hotels and Resorts creates genuine, authentic guest experiences at over 50 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

The Guest & Membership Care Supervisor role is the first line of escalation for Specialists and will need to understand processes and systems to ensure effective problem resolution.  This role will also, at times, be responsible for handling inquiries (email, online claims, phone, etc.), resolving problems, and providing instructions or information to satisfy the needs of the guests and hotel teams. This role will interface with both internal and external customers. This role's ultimate goal is to ensure complete customer (internal and external) satisfaction by ensuring the issues are handed in a courteous, timely, professional, and efficient manner, and by utilizing department standard processes and adhering to Moments of Services guidelines.  This will either be accomplished directly or through the specialists that the Supervisor oversees.

Benefits include:

• Competitive salary wage 
• Full time positions
• Paid training
• Competitive Dental, Vision, and Health Insurance 
• 401K plans
• Employee Assistance Programs
• Employee Assistance Program
• Recognition Programs
• Tuition Reimbursement Opportunities 
• College Tuition Assistance
• Volunteer Programs to give back to our Community
• Employee and family rates offered at our properties and more!

• Thorough knowledge of the Select Guest Programs, Omni policies and operating systems.
• Supervise team with frequent interactions including daily checks and monitoring against team and individual goals.
• Monitor attendance and policy adherence for assigned group and prepare the initial disciplinary actions to change associates’ pattern of behavior.
• Meet one-on-one with each associate to provide performance feedback on call flow policies, procedures, customer service techniques, productivity reports, quality assurance and career growth goals.
• Conduct annual performance appraisal as well as a monthly review of performance against goals.
• Assist with training associates on new promotions, procedures, and other items related to the loyalty program; this may be one-on-one or at a group level.
• Communicate with the Director of G&M on any behaviors and/or performance issues that have a probability of escalation; conduct appropriate coaching and documentation.
• Participate in each new hire training class to begin to develop a rapport with new associates.
• Monitor automated systems and follow up procedures for reporting system outages, or other issues.
• Assist hotels and associates by answering questions and problem solving.
• Reviews all reference materials, SOP's (System Operating Procedures), emergency procedures, and information updates.
• May be required to perform other related duties, responsibilities and activities which may change or be assigned at any time with or without notice.

• Excellent communication and customer service skills (verbal and written)
• Must provide excellent customer service, possess a friendly approachable demeanor and strong problem-solving skills.
• A proven track record for leadership to include maturity, commitment, professionalism, attitude, performance, discretion, responsibility, and ability to maintain a high level of confidentiality.
• Excellent analytical and interpersonal skills, including ability to adapt to change.
• Excellent time management and record-keeping skills
• Ability to handle multiple projects and priorities while working under pressure, still maintaining close attention to detail, "can-do attitude" and the ability to maintain consistent accuracy; able to troubleshoot while still meeting or exceeding deadlines.
• Ability to assess issues quickly and accurately, provide resolution or next steps.
• Ability to work independently with minimum supervision and with a team both efficiently and effectively as well as exercising judgment to meet deadlines.
• Ability to prioritize projects and change priorities based on business needs.
• Computer proficiency to include Microsoft Office and Windows
• Experience using CRM or other customer management software is preferred.
• Must be able to maintain a high degree of confidentiality.
• Minimum 2-years of hotel, travel, customer service, or call center experience.
• Proven management/leadership skills with at least 2 years prior supervisory or management experience preferred.
• College degree or equivalent combination of education and relevant work experience required.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. 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