Job Description
Omni Customer Care Center
Omni Hotels and Resorts creates genuine, authentic guest experiences at over 50 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.
Position Summary:
As a Bilingual Reservation Sales Associate, you will serve as a brand ambassador and trusted guest resource, delivering exceptional service experiences through every interaction. This role is responsible for handling reservation inquiries, in English & Spanish, with professionalism, warmth, efficiency, and attention to detail while maximizing revenue opportunities through consultative sales techniques and personalized guest engagement. The ideal candidate is passionate about luxury hospitality, thrives in a fast-paced environment, and is committed to creating memorable guest experiences that reflect the highest standards of service excellence.
Essential Job Functions/Qualifications:
- Deliver an elevated luxury service experience that reflects the culture and standards of Omni Hotels & Resorts
- Build meaningful guest relationships by actively listening, anticipating needs, and providing personalized reservation experiences
- Process inbound reservation inquiries accurately and efficiently while utilizing strategic sales techniques to maximize revenue opportunities
- Assist guests with reservation modifications, cancellations, upgrades, and special requests
- Promote and enroll guests into the Select Guest loyalty program in accordance with brand standards and call flow procedures
- Respond to all guest inquiries professionally, courteously, and with a solutions-oriented approach
- Maintain a positive, polished, and collaborative attitude toward guests, colleagues, and leadership
- Operate telephone and reservation systems with accuracy and efficiency
- Demonstrate thorough knowledge of current company policies, procedures, hotels, packages, and promotional offerings
- Maintain comprehensive knowledge of luxury hospitality sales techniques, reservation procedures, and guest service best practices
- Perform additional duties and responsibilities as assigned to support operational and business needs
Knowledge/Skills/Abilities:
- Passion for luxury hospitality, hotels, and guest experience excellence
- Previous hotel, resort, hospitality, or luxury call center experience preferred
- Strong sales aptitude with the ability to confidently recommend upgrades, packages, and tailored guest experiences
- Exceptional verbal and written communication skills with a polished and professional demeanor
- Ability to maintain strict confidentiality and exercise sound judgment in sensitive situations
- Highly organized with strong multitasking, time management, and attention-to-detail skills
- Ability to manage a high volume of guest inquiries with professionalism, efficiency, and a commitment to delivering exceptional luxury service experiences
- Receptive to coaching and committed to continuous improvement and professional growth
- Expected to uphold performance benchmarks while delivering exceptional guest service
- Consistent and reliable attendance required
- Motivation to grow within the organization and pursue long-term career development opportunities
Minimum Qualifications:
- Fluent in English and Spanish languages - Reading, Writing and Speaking
- High School Diploma or GED required
- 3-years previous hotel or call center experience preferred
- Computer proficiency to include Microsoft Office and Windows
Why Join Omni Hotels & Resorts? At Omni Hotels & Resorts, we are committed to delivering unforgettable luxury experiences through personalized service and genuine hospitality. As a Reservation Sales Associate, you will play an essential role in shaping each guest’s journey from the very first interaction while building a rewarding career within a world-class hospitality organization.
Equipment - 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): (May be subject to change at a later date) ▪ 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
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.
Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: EEOC is the Law Poster. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. 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: .
Originally posted on Himalayas
