Recreation - Discover Ojai

Ojai Valley Inn & Spa•Ojai, CA

10d

About The Position

The Experience Planner provides personalized pre-arrival and in-house assistance to guests through in-person interactions, email, and telephone. The role creates a welcoming, cared-for experience consistent with Ojai Valley Inn & Spa’s Core Values and AAA Five Diamond and Forbes standards. Planners customize guest itineraries and schedule resort and off-property activities, including Spa, Golf, Camp, restaurant reservations, and special arrangements. Accuracy, completeness, confidentiality, and guest satisfaction are central to creating a seamless and memorable stay. The Experience Planner serves as a one-stop resource for guests’ scheduling and information needs, proactively finding answers and offering suitable alternatives when needed. The position also supports sales and reservations, coordinates with resort departments and outside vendors, and assists other teams as assigned.

Requirements

At least one year of experience in a customer-service-oriented position.
Prior experience handling a high volume of phone calls.
Previous customer service training.
Proficiency in reading, writing, and speaking English.
Ability to perform basic arithmetic.
Warm, welcoming demeanor and exceptional telephone etiquette.
Exceptional written and verbal communication skills.
Ability to remain calm and courteous in demanding or difficult customer situations.
Ability to prioritize and organize work assignments.
Proficiency with Microsoft Word and Excel, and proficient typing skills.
Ability to work cohesively as part of a team and promote positive relations with guests and others.
Ability to thrive in a fast-paced environment and maintain attention to detail.
Ability to maintain confidentiality of guest information and pertinent hotel data, and to ensure security of guest room access.
Ability to perform job functions with minimal supervision.
Ability to remain stationary at the assigned post for extended periods.

Nice To Haves

Ability to communicate in a second language.
Hospitality industry experience in a similar position.
Experience with reservations systems or programs; Opera is preferred.
Previous experience as a concierge in a luxury market.
Knowledge of local attractions, services, and suppliers or vendors.
Valid membership in Les Clef d’Ors.

Responsibilities

Plan and anticipate guest needs and expectations in accordance with AAA Five Diamond and Forbes standards.
Review future arrivals requiring outreach and contact guests by telephone or email about scheduling, assistance, or last-minute changes.
Promote resort accommodations, activities, dining, special events, and gift cards; upsell rooms and experiences where appropriate.
Provide experience-planning services to VIP, past poor-stay, and group guests, and coordinate mini-groups with reservation agents.
Respond promptly and courteously to emails and voice messages; make reservations and record guest requests or special notations in room reservations.
Welcome arriving guests with a call or card, and call newly registered guests shortly after check-in to assess needs and satisfaction.
Maintain detailed knowledge of resort services, dining, accommodations, rates, packages, promotions, policies, schedules, group activities, local events, and attractions.
Coordinate guest requests with resort departments and outside vendors, including transportation, dining, activities, appointments, and other services.
Confirm scheduled activities, obtain confirmation details, record itinerary information, and communicate plans to guests.
Explain reservation guarantees, cancellations, and no-show policies clearly; suggest meaningful alternatives when requested arrangements are unavailable.
Maintain department keys and the security and confidentiality of guest and hotel information.
Coordinate with supervisors and departing planners on business status and follow-up actions; assist teammates and other departments as assigned.
Resolve guest issues when possible and refer matters to a manager or supervisor when appropriate.
Set up and maintain a clean workstation, lobby, and work areas; request additional supplies as needed and maintain updated vendor and resource materials.
Review in-house guest lists and become familiar with guest names and room locations.
Answer department calls within three rings using appropriate salutations and telephone etiquette; provide accurate local directions and maps.
Place amenity requests and coordinate delivery to guest rooms; follow up with hotel personnel to ensure guest requests are completed.
Post charges accurately to guest rooms or appropriate PM accounts.
Provide guest room and hotel tours and follow up on assignments from the Activity Manager.