Experience Planner | Full Time

Omni Hotels & Resorts•Fernandina Beach, FL

13d

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, and amenities, and focuses on selling and coordinating guest activities and ancillary services, including spa, golf, recreation, dining, and food and beverage options. The Experience Planner works to meet revenue goals, maximize room revenue through upselling, and deliver the resort’s Moments of Service on every call. The position also handles reservations, confirmations, deposits, billing, guest correspondence, and timely responses to calls, emails, and service 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 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 strategies that drive activity revenue to need times and dates for ancillary revenue outlets.
Achieve monthly revenue goals defined by DORM and senior property leadership.
Implement Moments of Service on every call.
Reserve golf tee times, spa appointments, dining reservations, and other activities in the applicable systems.
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 inboxes, and respond to emails in a timely manner.
Review arrivals reports, opt-in reports, and rate codes to identify guests for outbound sales efforts, such as upselling web reservations and 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.