Job Description
Omni Customer Care Center
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.
Overview:
This bilingual reservation sales position requires the ability to speak, read, and write fluently in both English and Spanish. The selected candidate will handle customer inquiries and requests to ensure complete guest satisfaction by responding in a courteous, timely, professional, and efficient manner, while effectively utilizing sales techniques and empowerment skills.
Benefits
- Competitive hourly pay and overtime/ pay differential eligibility
- Medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Life and disability insurance
- Paid time off
- Employee Assistance Program (EAP) and wellness support
- Training and career development opportunities
- Employee discounts and recognition programs
- Flexible scheduling when possible
- Family and medical leave eligibility
- Training and professional development opportunities
- Tuition reimbursement or education assistance programs
Responsibilities:
- Assists with adjusting and canceling reservations in the reservation system
- Assists with enrollment in the Select Guest program to guests according to call flow guidelines
- Responds professionally and effectively to all inquiries
- Perform all operating functions of the telephone system and computer systems
- Verifies and shows understanding in all current company policies and procedures necessary when making, changing, or canceling a reservation
- Reviews and understands all reference materials, SOP’s (System Operating Procedures) and information bulletins
- Consults 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
Min. Qualifications:
- Demonstrated 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
Equipment - 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): (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 are 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 www.speedtest.net of completed speed test.
- Copy of Internet Service Provider bill documenting internet speed with 25mb download and 10mb upload.
- 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)
Other Items Suggested:
- Additional Monitors Highly Suggested for ease of process
- Ergonomically approved desk chair and desk work surface
- Smoke Detector
- Fire extinguisher 2.5lbs or more
- First Aid Kit
- Copy of Declarations page of Homeowner’s/Renter’s Insurance
Important Notes:
- Please provide pictures of the above requirements.
- 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 / using your internet during your scheduled shift.
- No devices can be connected to your internet during your scheduled shift.
- Satellite internet is not permitted.
- Microsoft Teams must be downloaded on personal desktop for technical assistance.
Omni may modify its provision of equipment resources upon notice to the Associate.
