Guest Services and Loyalty Manager

Charlottesville Hotel

Omni Charlottesville Hotel is a premier full-service hotel in downtown Charlottesville, Virginia, blending Southern charm with contemporary comfort. The recently renovated 205 guest rooms and suites offer scenic views of historic Charlottesville or the Blue Ridge foothills, complemented by thoughtful amenities for both business and leisure travelers. On-site features include indoor and outdoor pools, a fully equipped fitness center, and over 14,000 square feet of flexible meeting and event space, ideal for corporate events, weddings, and social gatherings. Dining at The Conservatory and The Hillock Neighborhood Kitchen celebrates the region's culinary spirit and provides welcoming spaces for connection.

At Omni, we are driven by a bold vision: to become the best hospitality company in America, delivering exceptional experiences for every guest, every day.

The Loyalty and Experience Manager creates a 4 diamond experience from guest arrival on the front drive to their departure. Position is considered to be an OEM Manager (Overtime Eligible Manager) and based on business demand will be scheduled 47 1/2 hours per week which will be paid at an hourly rate of $20/hour for 40 hours and $30/hour (overtime rate) for 7 1/2 hours which equates to approximately $53,300 annualized. Hours are based on business demands in the hotel and may fluctuate.

Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with management, reservations desk and housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
• Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
• Ensure maximum cooperation and coordination between the Valet/Bell and Front Desk teams.
• Be involved in resolution of as many guests' complaints as possible.
• Lead training for new associtaes on the Select Guest programs as appropriate for each job function.
• Conduct monthly Loyalty Ambassador meetings with the Operations Team.
• Create relationships with current and prospective Select Guest members and follow through with any complaints.
• Ensure professional standards of behavior in the bell/valet department.
• Monitor the standards of work, working practices, productivity for associates in the department.
• Establish and maintain effective all-round control of the department through delegation and co-ordination.
• Work closely with management and subordinates, stimulating motivation and sense of group satisfaction.
• Liaise with Front Office/for details of groups, VIPs, Select Guest, promotions and packages.
• Communicate directly with guests, both in person and by telephone.
• Provide information on facilities, services, events, attractions and have knowledge of the surrounding areas, restaurants and points of interest.
• Directly oversee all aspects of Front Office and Guest Services when Director of Front Office is not in.
• Attend meetings in absence of Director of Front Office.

• Prior loyalty ambassador and hotel front desk background preferred.
• Must have strong communication skills.
• Must be able to work in a fast paced environment and resolve issues on the spot.
• Must have excellent interpersonal and communication skills.
• Must have a valid Virginia driver's license in good standing.
• Willingness to work extended hours when needed, depending on business demands.
• Must be attentive to details.
• Must be pleasant and friendly.