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Guest & Member Care Specialist - Work from Home or In the Omaha Office - Full Time
Company : Omni Amelia Island Resort
Location : Omaha, NE
Job Type : Full Time
Date Posted : 12 January 2026
Location
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.
Job Description
This position is responsible for providing support for both internal and external customers with the Select Guest program, service concerns, and operational issues received by the department from Omni Hotels & Resorts Guests, reservation agents, property staff, and the corporate office. Individual will work towards resolving problems, answering inquiries, maintain customer data, provide complete documentation as need, and providing instructions or information to satisfy the needs of the guests and hotels. Specialists will ensure complete guest satisfaction by handling requests in a courteous, timely, professional, and efficient manner. This position will utilizing department standard processes and adhering to Moments of Service guidelines.
Benefits Include:
- Work from home or in the Omaha office
- $17.75 hourly wage.
- Medical, Dental and Vision Insurance!
- 401K!
- Full-Time!
- Paid Training!
- Employee Discounts at Omni properties and much more!
Schedule:
Tuesday - Saturday 1:00PM to 7:00PM with (Sunday & Monday Off)
Responsibilities
- Responds effectively to all inquiries, serving as the primary point of contact and owning customer issues, from start to finish (includes being a keen problem solver who is able to think on his/her feet as well as being a self-starter who is comfortable taking the initiative)
- Displays a pleasant, helpful, and courteous attitude toward customers, fellow associates, and management. Remain calm and professional under pressure
- Perform all operating functions of the telephone system and computer systems to receive and respond to inquires via phone, email, and online claim
- Verifies and shows understanding in all current company policies and procedures necessary when handing Select Guest, Select Planner, stay feedback, billing, and data privacy contacts
- Reviews and demonstrates understanding of all reference materials, SOP’s (System Operating Procedures), Training Modules, and information bulletins
- Accurate and detailed documentation of customer contacts including the issue, resolution, and actions taken. Ensure guest contacts are acknowledged and responses received within 24 hours of receipt, striving for first contact resolution when possible
- Assist with enrollments, upgrades, and adjustments as needed
- Assist with making, updating, or cancelling reservations while assisting guests or when providing back up to the reservation center during high queue needs
- Support Hotels by assisting with essential daily tasks of maintaining data, updating daily arrivals reports, processing VIP requests and room assignment assistance
- 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
-
- Computer proficiency to include Excel, Word, Teams, and other Microsoft products
- Ability to effectively learn and work in department operating systems including Oracle products, NICE, and Omni developed tools
- Ability to effectively communicate in English (both oral and written) demonstrate personal skills; listens to others
- Ability to perform basic math (add, subtract, divide, and calculate percentages)
- Sound judgement and the ability to access issues quickly and accurately to provide resolution or next steps, make reasonable decisions in the absence of direction.
- Receptive to coaching from management, responds positively with willingness to make changes when desired
- Ability to multi-task between systems and tasks while providing accurate and complete details
- Proven track record for leadership to include maturity, commitment, professionalism, attitude, performance, discretion, responsibility, and ability to maintain a high level of confidentiality
- High School diploma required
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
- Intel Core– I5 or AMD Ryzen 5 or better
- 8GB Ram (16GB preferred)
- 250GB Hard Drive free disk
- Windows Updates Showing Complete
- 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 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)
- First Aid Kit.
- 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. Ie phones, tv, gaming etc
- Satellite internet is not permitted
At home associates are not a substitute for dependent care. Work at home associates will not be available during their workday to provide dependent care. Children in the home under the age of 12 must be in a separate area of the home and have a separate independent childcare provider.
Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links:EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 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 applicationassistance@omnihotels.com.
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Frequently asked questions
A Guest & Member Care Specialist in this role manages inquiries and service concerns from guests and staff, ensuring timely, courteous responses. Duties include problem-solving, reservation support, and maintaining guest satisfaction, whether working from home or at the Omaha office, all while using specialized company systems.
Strong communication skills, proficiency with Microsoft Office and Oracle systems, and sound judgment are key. Familiarity with customer service protocols and multitasking across platforms are essential, especially in Omaha's competitive hospitality scene where professionalism and discretion are highly valued.
This position offers foundational experience in luxury hospitality service, honing problem-solving and guest relations skills. Employees gain exposure to corporate systems and cross-department collaboration, which can lead to opportunities in management, reservation coordination, or guest experience leadership within Omni Hotels.
Besides a competitive hourly wage, the role includes paid training, medical and dental coverage, 401k options, and employee discounts at Omni properties. Flexibility to work remotely or from the Omaha office adds a valuable work-life balance benefit uncommon in similar full-time roles.
Remote associates must meet strict hardware standards, including Windows 11 PCs with specific specs, wired peripherals, and wired internet connections with verified speeds, ensuring stable, secure interactions. This technical rigor supports seamless communication and data privacy, critical for delivering exceptional guest service.
The position offers a starting wage of $17.75 per hour, reflecting competitive pay for full-time guest service roles in Omaha's hospitality industry, coupled with comprehensive benefits like healthcare and retirement plans, which enhance overall compensation.
Yes, Omaha's growing hospitality sector increasingly embraces remote roles, especially in guest services, due to technological advancements and workforce flexibility trends. This demand supports more openings for remote specialists balancing customer care with work-from-home convenience.
Omaha employers often emphasize work-life balance, reflected in this role's Tuesday to Saturday afternoon schedule with Sundays and Mondays off. This schedule suits individuals seeking predictable hours within a collaborative, professional environment typical of the Omaha hospitality market.
Working for Omni Amelia Island Resort offers exposure to luxury hospitality standards and an authentic guest experience culture. This role uniquely blends high-touch customer interaction with operational insight, enriching a candidate’s resume with reputable brand experience and versatile service skills.
Omni’s commitment to career growth, employee benefits, and flexible work location options sets this role apart. The blend of remote work availability and a strong company culture in Omaha's hospitality hub offers a distinctive, supportive workspace for specialists.