Loyalty Ambassador

Chicago Hotel

Sweet Home for sure... Chicago, the third largest city in the US, is second to none with its stunning architecture and lake front beauty. There is something for everyone in Chi-Town; world class music, theater, dining, museums, sports and shopping to name a few. The 4 star Omni Chicago sits on the world famous Mag Mile amongst high end retail stores and close to many of the most popular tourist attractions in Chicago. We are known for our quality and exceptional service. We only hire only the best to ensure we continue our longstanding tradition.

Omni Chicago's 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 Chicago Hotel's commitment to serve our associates and nurture their growth has led to the company's highest rating in associate satisfaction and an impressive internal promotion rate. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Chicago Hotel may be your perfect match.

This role cultivates a strong and loyal guest base by delivering exceptional, personalized experiences that encourage repeat stays. This position ensures a seamless and welcoming arrival and departure, supports a memorable stay, and serves as the primary point of contact for guests. Through prompt, courteous service and effective resolution of challenges at every stage of the guest journey, this role strengthens guest satisfaction and loyalty to the Omni brand.

Guest Experience & Relationship Management

Build and maintain strong relationships with Select Guests and frequent Business Travelers, serving as their primary point of contact for hotel - and program-related questions.
• Create memorable, personalized experiences throughout each guest's stay, including greeting Select Guests upon arrival and ensuring their needs are proactively met.
• Review daily arrival reports, guest profiles, special occasions, and historical preferences to anticipate and prepare for Business Travel and Select Guest arrivals.
• Ensure a warm, professional environment that encourages open communication and exceptional guest engagement.
• Arrange amenities and special touches through InRoom Dining or other departments to elevate select guest and specialoccasion stays.
• Resolve guest concerns promptly while communicating needs or special requests to the appropriate departments.

Business Travel & Loyalty Program Support

• Serve as the main point of contact for daytoday reservation needs of Business Travel accounts, including reservation requests, VIP arrangements, and traveler support.
• Execute Business Travel promotions and initiatives as directed by the Business Travel Manager.
• Identify and communicate leads for new or repeat business opportunities.
• Conduct biweekly oneonone calls with the Business Travel Manager to review acquisition opportunities and assess current Business Travel Select Guests.
• Plan and support quarterly Business Travel and Select Guest activation events.
• Promote the Select Guest loyalty program to nonmembers, track enrollment goals, and reinforce program education with hotel teams.
• Conduct loyalty training for Front Office and other hotel associates and distribute monthly loyalty program updates to all departments.
• Maintain inventory of Select Guest program products and materials.

VIP Operations & Coordination

• Greet Icon and Champion members upon arrival when applicable and ensure all VIP arrivals are verified and prepared.
• Assign Select Guest, Icon, and Champion rooms and confirm room readiness, including conducting VIP room inspections.
• Act as liaison with the Catering Services team for group VIPs and key contacts.
• Assist with Front Office operations as needed, including checking in Championlevel and above travelers whenever possible.
• Keep the General Manager informed of upcoming highprofile arrivals and guest needs.
• Perform any additional duties assigned by Management.

Engagement, Service Standards & Property Atmosphere

• Consistently deliver friendly, polished service-greeting all guests with a smile and using surnames when known.
• Actively engage with guests to create unique, personalized memorable WOW moments at every opportunity.
• Support efforts to improve guest satisfaction scores, including Medallia metrics.
• Ensure an elevated environment in all public areas, maintaining optimal scent, music, and lighting levels.

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Summons Bell Services Associates to escort guests to/from their rooms as appropriate.
• Operate various office machines.
• Performs duties as assigned by Director of Operations or General Manager

• Previous experience with hotel guest services highly preferred
• Intermediate Microsoft office experience highly preferred
• Excellent customer service skills
• Must have strong communication, presentation, training and organizational skills
• Maintain a professional business appearance, attitude and performance
• Must be able to work a flexible schedule including weekends and holidays
• Ability to sit/stand/walk for extended periods of time

Salary for this position : $27.95/hour.

Upon meeting eligibility requirements Full Time Associates at Omni Chicago Hotel are entitled to elect the following benefits: Medical, Dental, Vision and other healthcare benefits, Paid Maternity Leave, Pre-Tax Commuter Program, 401k, Select Paid Holidays and Paid Leave Accrual.

Additional associate benefits offered include discounts at the restaurant, use of hotel fitness center, discounted parking options, discounted rates at other Omni properties, corporate discounts, continued education opportunities and more.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. 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

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 applicationassistance@omnihotels.com.