Location
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.
Job Description
Omni Hotels & Resorts is looking for Customer Care Center Representatives to take inbound reservation calls. The ideal candidate is friendly, patient, professional and genuine with a service driven attitude. In return, we provide a stable company, and family atmosphere with great benefits. New hires will process customer inquiries to ensure complete guest satisfaction by handling requests in a courteous, timely, professional and efficient manner, and by utilizing sales and empowerment skills
Benefits include:
- Work from home Or in the Omaha, NE office
- Competitive hourly wage based on location $15-$16 per hour
- Full time position; Different Shifts
- Paid training
- Competitive Dental, Vision, and Health Insurance for those who qualify
- 100% Fully Vested 401 (k) matching plans
- Employee Assistance Programs
- TeleHealth Plans
- Legal Assistance Plans
- Recognition and Incentive Programs
- Financial Education opportunities
- College Tuition Assistance and reimbursement
- Volunteer Programs to give back to our Community
- Employee rates and free nights offered at our properties and more!
- Our Virtual Paid Training Class is scheduled to begin on Monday, April 21st, 2025.
Responsibilities
- Creates an exceptional first impression of our brand, drives reservation sales by connecting with caller and uncovering wants and needs to create the foundation for an exceptional stay.
- Handle sales' calls professionally, make phone reservations, adjust and cancel reservations as needed in our system.
- Assists with adjusting and canceling reservations in the reservation system
- Assist with enrollment in the Select Guest program to guests according to call flow guidelines.
- Respond professionally and effectively to all inquiries.
- Perform all operating functions of the telephone system and computer systems.
- Verifiy and show understanding in all current company policies and procedures necessary when making, changing, or canceling a reservation.
- Review and understand all reference materials, SOP’s (System Operating Procedures) and information bulletins.
- Consult with Help Desk for inquires or suggestions that will assist the guest and improve the reservation process.
- Thorough knowledge of the reservations process, company policies and selling strategies.
- May be required to perform other related duties, responsibilities and activities which may change or be assigned at any time with or without notice.
Qualifications
- Demonstrate passion for the hotel and resort business
- Must be able to maintain a high degree of confidentiality
- Receptive to coaching from management, responds positively with willingness to make changes when desired
- Must possess demonstrated excellent communication skills (both oral and written) and interpersonal skills; listens to others
- Must take initiative and be fully engaged – must be a self-starter
- Ability to work independently with minimum supervision and with a team both efficiently and effectively as well as exercising judgement to meet deadlines
- Maintain regular and punctual attendance
- Advanced verbal and written communication skills (English)
- Ability to work independently to resolve customer inquiries or problems
- Excellent phone etiquette skills
- Intermediate experience working with basic computer programs (MS Office, Outlook, etc)
- Must be able to become proficient on Omni Hotel’s reservation system
- Must have a working PC with LCD monitor or laptop (minimum technical specifications apply)
- Require high speed internet access with 10 Mbps minimum speed
- Need a private work space preferably with a door that separates the work area from the rest of the house
- Prior Call Center experience a plus
- Work from Home only at any location wihtin 50 miles of certain Omni Property or the reservation center in Omaha, NE for engagement purposes.
- we are excluding locations such as in Illinois, Wahshington DC, California, NY, and New Jersey.
PLEASE REVIEW REQUIREMENTS BEFORE APPLYING
Associates participating in the Work At Home program will be responsible for providing the following equipment:
Required PC/Laptop Hardware and OS (Apple not supported at this time): (*May be subject to change at a later date)
- 64 bit Windows 11 or newer version
- Processor – I5 or AMD Ryzen 5 or better
- 8GB Ram
- 100GB Hard Drive free disk
- Windows Updates showing up to date
- 1 NIC (Ethernet port)
- USB Connection (at least 3 ports)
- Licensed and up to date anti-virus full scan completed (including date, time, files scanned, & no threats)
- Suggested System – Windows Defender
- McAfee and AVG anti-virus systems are not supported
- Power Surge Protector
- Logitech USB Headset Mono/Stereo H650e or H570e ($45 - $75 on Amazon)
Other Items Required:
- Full screenshot of speedtest.net of completed speed test
- Copy of Internet Service Provider bill documenting internet speed with 25mb download and 10mb upload - recommended to have 20mb upload instead.
- Photos of workstation showing proximity to internet connectivity (must be in the same room), wired keyboard, and wired mouse.
- Smartphone with application download capability (Please download Okta Verify and Microsoft Authenticator)
*A Wireless Connection is NOT allowed for our Work at Home Associates
*A Wireless mouse or keyboard is not allowed
*No one else can be on, or using your internet during your scheduled shift.
*No devices can be connected to your internet during your scheduled shift.
*Satellite internet is not permitted
Our Virtual Paid Training Class is scheduled to begin on Monday, April 21st, 2025.
