Reservation Sales Associate - Work At Home Or In The Omaha, NE Office - Remote Eligible

Customer Care Center Representative

Omni Hotels & Resorts is looking for Customer Care Center Representatives to take inbound reservation calls. The ideal candidate is friendly, patient, professional and genuine with a service driven attitude. In return, we provide a stable company, and family atmosphere with great benefits.

New hires will process customer inquiries to ensure complete guest satisfaction by handling requests in a courteous, timely, professional and efficient manner, and by utilizing sales and empowerment skills. Benefits include:

• Work from home or in the Omaha, NE office
• Competitive hourly wage based on location $15-$16 per hour
• Full Time & Part Time positions; different shifts, nights and weekends available
• Paid training
• Competitive dental, vision, and health insurance for those who qualify
• 100% fully vested 401(k) matching plans
• Employee assistance programs
• Telehealth plans
• Legal assistance plans
• Recognition and incentive programs
• Financial education opportunities
• College tuition assistance and reimbursement
• Volunteer programs to give back to our community
• Employee rates and free nights offered at our properties and more!

Responsibilities:

• Process customer inquiries to ensure complete guest satisfaction by handling requests in a courteous, timely, professional and efficient manner, and by utilizing sales and empowerment skills
• Creates an exceptional first impression of our brand, drives reservation sales by connecting with caller and uncovering wants and needs to create the foundation for an exceptional stay
• Handle sales' calls professionally, make phone reservations, adjust and cancel reservations as needed in our system
• Assists with adjusting and canceling reservations in the reservation system
• Assist with enrollment in the Select Guest program to guests according to call flow guidelines
• Respond professionally and effectively to all inquiries
• Perform all operating functions of the telephone system and computer systems
• Verify and show understanding in all current company policies and procedures necessary when making, changing, or canceling a reservation
• Review and understand all reference materials, SOP's (System Operating Procedures) and information bulletins
• Consult with Help Desk for inquiries 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

Qualifications:

• Demonstrate 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
• Advanced verbal and written communication skills (English)
• Ability to work independently to resolve customer inquiries or problems
• Excellent phone etiquette skills
• Intermediate experience working with basic computer programs (MS Office, Outlook, etc)
• Must have a working PC with LCD monitor or laptop (minimum technical specifications apply)
• Require high speed internet access with 10 Mbps minimum speed
• Need a private work space preferably with a door that separates the work area from the rest of the house
• Prior Call Center experience a plus
• Work from Home only at any location within 50 miles of certain Omni Property or the reservation center in Omaha, NE for engagement purposes. We are excluding locations such as in Illinois, Washington DC, California, NY, and New Jersey. Please review requirements before applying

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):
• 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
• Moving forward, all signatures for this process are done electronically