Loyalty Specialist for Omni Hotels

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Loyalty Specialist for Omni Hotels in Omaha, NE

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Job Description:

The Membership Services Department is looking for a Loyalty Service Specialist. This position is responsible for providing support for both internal and external customers related to the Select Guest and GHA Discovery programs. This individual will work towards resolving problems, answering inquiries, providing instructions or information to satisfy the needs of the guest and GHA Hotels. If you are interested in this position and meet the hiring criteria please apply below.

Daily support of Select Guest and GHA Member Services including receiving and responding to telephone, internet, and email inquires. Responding to inquiries to the satisfaction of the guest and GHA brands within 48 hours
Handle escalated Select Guest and GHA issues.
Research and resolve Airline Miles Rejects and failures.
Input missing profiles, stays and/or mileage rewards as requested.
Assist Omni Reservation Center by supporting / assisting agents as well as providing feedback to supervisors on needed training [i.e. agent coach tickets]
Utilize Customer Service Database (ELMER), Nucleus, HCP, OmniRez Alerts, Emailtopia and Epitome for tracking, information gathering, and/or trouble shooting of all incoming guest correspondence.
Respond to customer inquiries with standard responses or referring them to published materials, secondary sources, or senior staff.
Meet department daily goals of guest email requests worked via Customer Service box in Emailtopia
Handle all contacts from By Invitation (Red) Members including but not limited to:
Email requests
Phone requests – 1-877-523-6664
OmniRez Alerts
Special requests (Rooms requests, transportation, shopping or dining info, etc.)
Assists with Customer Profile management processes
Trouble shoot invalid profiles
Consolidate duplicate or mismatched profiles using the Match & Merge process

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