The posting
The Loyalty Ambassador is responsible for creating exceptional, personalized experiences for Omni Hilton Head Oceanfront Resort guests, with a primary focus on recognizing, engaging, and retaining members of the Omni Select Guest® loyalty program. This position serves as the resort's dedicated liaison for loyalty members, VIP guests, and returning guests, ensuring all eligible membership benefits, personalized preferences, and special requests are recognized and delivered consistently. The Loyalty Ambassador works closely with Front Office, Housekeeping, Food & Beverage, Reservations, Concierge, Spa, Recreation, and Resort Leadership to create seamless guest experiences from pre-arrival through departure. The ideal candidate demonstrates exceptional hospitality, attention to detail, strong communication skills, and a passion for building lasting guest relationships while representing Omni's commitment to personalized service and the philosophy "Experiences Matter Here." Essential Job Responsibilities 1. Select Guest Recognition & Loyalty Program Management
Serve as the resort's primary point of contact for Omni Select Guest members.
Review daily arrivals to identify Member, Insider, Champion, and Icon guests.
Ensure loyalty status is accurately reflected in guest reservations and property systems.
Personally recognize and welcome loyalty members, especially Champion and Icon guests.
Ensure all eligible Select Guest benefits are delivered according to membership tier.
Maintain detailed guest profiles, including preferences, previous stays, special occasions, and service requests.
Coordinate personalized pre-arrival communication for high-tier loyalty members.
Promote Select Guest enrollment and explain membership benefits to nonmembers.
Educate Front Office and other resort associates on Select Guest benefits and service expectations.
Monitor loyalty-related guest concerns and resolve discrepancies promptly.
Coordinate with Omni loyalty support regarding missing credits, account questions, and membership issues.
2. Pre-Arrival Planning & VIP Preparation
Review arrival reports daily and prepare for upcoming loyalty and VIP arrivals.
Identify repeat guests, high-tier members, special occasions, and guests with unique preferences.
Coordinate room assignments and eligible upgrades with Front Office and Reservations.
Verify early check-in requests based on membership benefits and room availability.
Arrange appropriate welcome amenities, personalized notes, and special recognition.
Communicate guest preferences to Housekeeping, Food & Beverage, and other departments.
Coordinate special experiences such as anniversary celebrations, birthdays, honeymoons, and milestone visits.
Confirm arrangements for returning guests to ensure continuity of personalized service.
3. Guest Arrival & Personalized Service
Provide a warm, professional, personalized welcome to Select Guest members.
Recognize returning guests and acknowledge their loyalty to Omni Hotels & Resorts.
Facilitate express check-in and personalized arrival assistance when applicable.
Explain available loyalty benefits and resort amenities.
Ensure eligible welcome beverages and bottled water are provided.
Confirm any requested morning beverage delivery for qualifying members.
Assist guests with restaurant reservations, spa appointments, recreation activities, and resort experiences.
Provide priority assistance to Champion and Icon members.
Address guest requests promptly and coordinate follow-through with appropriate departments.
4. Select Guest Benefits & Perks Administration The Loyalty Ambassador is responsible for understanding, communicating, coordinating, and verifying the delivery of all applicable Omni Select Guest benefits. MEMBER – Complimentary Enrollment
Complimentary Select Guest membership.
Five Omni Credits per qualifying room night.
One Omni Credit for every $100 in qualifying purchases beyond the room.
Complimentary Deluxe Wi-Fi.
Complimentary bottled water on arrival.
Complimentary welcome beverage.
Access to an on-property Loyalty Ambassador.
Ability to earn Omni Credits toward complimentary hotel nights.
Personalized guest preferences and recognition.
INSIDER – $1,000 Annual Qualifying Tier Dollars Includes Member benefits, plus:
Complimentary daily beverages.
Complimentary pressing of two garments or two shoeshines per stay.
Personalized guest preferences.
Express check-in.
Enhanced recognition and service throughout the stay.
CHAMPION – $4,000 Annual Qualifying Tier Dollars Includes applicable lower-tier benefits, plus:
Ten Omni Credits per qualifying room night.
Complimentary one-category room upgrade, subject to availability.
Early check-in beginning at 1:00 PM, subject to availability.
Late checkout until 3:00 PM, subject to availability.
Complimentary bottled water daily.
Complimentary daily beverages.
Optional complimentary morning beverage delivery.
Complimentary pressing of four garments or four shoeshines per stay.
Locally inspired welcome amenity.
Priority Loyalty Ambassador assistance.
Guaranteed room availability with 24-hour advance notice, subject to program terms.
ICON – $8,000 Annual Qualifying Tier Dollars Includes applicable lower-tier benefits, plus:
Ten Omni Credits per qualifying room night.
Two Omni Credits per $100 in qualifying purchases beyond the room.
Complimentary Premium Wi-Fi.
Complimentary two-category room upgrade, subject to availability.
Early check-in beginning at 9:00 AM, subject to availability.
Late checkout until 6:00 PM, subject to availability.
Suite upgrade benefit when redeeming complimentary nights, subject to program terms and availability.
Guaranteed room availability under applicable same-day booking conditions.
Complimentary daily bottled water.
Complimentary daily beverages and optional morning delivery.
Unlimited complimentary garment pressing and shoeshine services.
Chef-inspired welcome amenity or snack with beverage.
Evening housekeeping and turndown service.
Priority Loyalty Ambassador assistance.
Ability to gift Champion status to one eligible individual, subject to program terms.
Additional Loyalty Program Benefits
Members may redeem 100 Omni Credits for a complimentary night under program rules.
Resort service charges and destination fees are waived on eligible Free Night redemptions.
Qualifying on-property purchases, including dining, spa, golf, retail, and recreation charged to the guest folio, may contribute toward loyalty earnings.
Eligible members may receive exclusive offers and personalized recognition.
The Loyalty Ambassador must remain knowledgeable about current Omni Select Guest policies and ensure that all benefits are administered accurately. Benefits are subject to applicable terms, conditions, availability, and current company standards. 5. Resort Experience Coordination
Act as a knowledgeable resource for all resort amenities and services.
Assist guests with dining reservations and special restaurant requests.
Coordinate spa appointments, wellness experiences, and recreation activities.
Provide information regarding beach services, pools, cabanas, and available resort activities.
Assist with golf arrangements and local Hilton Head Island recommendations.
Coordinate transportation and special arrangements when requested.
Recommend resort experiences tailored to guest interests and preferences.
Partner with resort departments to identify opportunities to enhance guest satisfaction.
6. VIP Amenities & Special Recognition
Coordinate and verify appropriate VIP and loyalty welcome amenities.
Partner with Culinary and Food & Beverage teams to prepare personalized amenities.
Ensure amenities are delivered before guest arrival whenever possible.
Arrange special touches for birthdays, anniversaries, and celebrations.
Monitor amenity quality, presentation, accuracy, and delivery.
Maintain accurate records of guest recognition and special requests.
Ensure repeat guests receive consistent recognition and personalized service.
7. Guest Relations & Service Recovery
Serve as an accessible contact for loyalty members throughout their stay.
Proactively contact VIP guests to confirm satisfaction.
Respond professionally and promptly to guest concerns.
Coordinate service recovery with resort leadership and appropriate departments.
Follow up on unresolved issues until satisfactory resolution.
Document guest feedback, service opportunities, and resolutions.
Identify recurring concerns and recommend improvements.
Build meaningful guest relationships that encourage repeat visits and positive reviews.
8. Interdepartmental Communication
Attend daily Front Office and VIP arrival briefings as appropriate.
Communicate upcoming high-tier arrivals to resort leadership.
Coordinate with Housekeeping regarding room readiness, preferences, turndown service, and special requests.
Partner with Food & Beverage regarding welcome beverages, morning beverage delivery, and amenities.
Work with Reservations and Front Office to confirm room upgrades and arrival/departure privileges.
Coordinate with Spa, Recreation, and Concierge teams for personalized guest experiences.
Communicate loyalty-related updates and operational needs during shift transitions.
Ensure departments understand the importance of recognizing and rewarding loyal Omni guests.
9. Loyalty Enrollment & Guest Retention
Promote complimentary Select Guest membership to eligible guests.
Educate guests about earning Omni Credits through qualifying stays and purchases.
Explain how loyalty members can redeem credits for complimentary nights.
Encourage guests to return to Omni Hilton Head Oceanfront Resort.
Support resort goals for membership enrollment and loyalty engagement.
Identify opportunities to convert first-time guests into returning guests.
Develop positive relationships with frequent and high-value guests.
10. Administrative & Reporting Responsibilities
Review daily loyalty arrival and departure reports.
Maintain VIP arrival checklists and amenity tracking records.
Monitor the fulfillment of eligible loyalty benefits.
Document special guest preferences and service requests.
Track guest recognition, follow-up, and service recovery.
Assist with loyalty enrollment reporting.
Communicate operational challenges and recurring benefit issues to management.
Maintain guest confidentiality and follow Omni privacy standards.
Support ongoing training and quality assurance initiatives.
Qualifications & Skills
Previous experience in luxury hospitality, guest relations, concierge, or Front Office operations preferred.
Strong understanding of guest loyalty programs and personalized service.
Excellent written and verbal communication skills.
Exceptional organizational skills and attention to detail.
Ability to anticipate guest needs and handle multiple priorities.
Strong problem-solving and service recovery abilities.
Professional appearance and positive, welcoming demeanor.
Ability to work collaboratively across resort departments.
Proficiency in hotel property management systems and Microsoft Office preferred.
Ability to maintain confidentiality and exercise sound judgment.
Flexibility to work weekends, holidays, and varying schedules based on resort occupancy and guest needs.
Performance Expectations & Key Success Measures Performance may be evaluated through:
Consistent delivery of Select Guest membership benefits.
Guest satisfaction scores and positive guest feedback.
VIP arrival preparation and amenity accuracy.
Personalized guest recognition and engagement.
Timely response to guest requests and concerns.
Successful coordination across resort departments.
Select Guest enrollment and retention efforts.
Accurate guest preference documentation.
Effective service recovery and follow-up.
Compliance with Omni service standards and loyalty program policies.
Overall Position Objective The Loyalty Ambassador is responsible for ensuring that every Select Guest member feels recognized, valued, and appreciated. Through proactive communication, personalized attention, accurate delivery of membership benefits, and meaningful guest relationships, the Loyalty Ambassador helps strengthen guest loyalty, increase repeat visitation, and elevate the overall guest experience at Omni Hilton Head Oceanfront Resort. Our Goal: Every loyal guest should feel that their stay is not just another reservation, but a personalized experience designed especially for them.
