Experience Planner | Full Time

Omni Hotels & Spas•Amelia Island, FL

12d

About The Position

The Experience Planner provides assistance and services to guests to help ensure a pleasurable stay. The role requires thorough knowledge of the property, guestrooms, packages, amenities, and surrounding attractions. The planner sells and coordinates guest activities and services, supports revenue goals, and responds to guest inquiries and requests.

Requirements

Previous luxury hotel experience is required.
Must be able to work a flexible schedule, including nights, weekends, and holidays.
Ability to stand for the entire scheduled shift.
Customer-service orientation.
Ability to multitask.
Attention to detail and excellent organizational skills.
Knowledge of the surrounding area and its attractions.
Knowledge of Property Management Systems and related computer programs.
Strong knowledge of Microsoft Office software.

Responsibilities

Maintain thorough knowledge of the property, guestrooms, package options, and property amenities.
Make outbound activity sales calls and offer customized room and package products, spa services, golf, recreation, and dining or food-and-beverage options when applicable.
Upsell room types to maximize the hotel's average daily rate.
Coordinate with DORM to develop and implement strategies that drive activity revenue to need periods for ancillary revenue outlets.
Achieve monthly revenue goals defined by DORM and senior property leadership.
Implement Moments of Service (MOS) on every call.
Reserve golf tee times, spa appointments, dining reservations, and other activities in the relevant applications.
Track sales efforts and revenue capture, and share results with appropriate personnel and management on an ongoing basis.
Post advance deposits and route billing for activity reservations when applicable.
Process activity confirmations.
Answer inbound calls, check voicemail and inbox, and respond to emails in a timely manner.
Review arrival reports, opt-in reports, and rate codes to identify guests for outbound sales efforts, including upselling web reservations and identifying length-of-stay patterns.
Respond promptly to guest requests for Experience Planner services.
Email relevant correspondence to appropriate departments.
Enter detailed reservation notes to ensure accuracy.
Perform other duties as assigned by management.