Guest Experience Ambassador | Reservations

Corporate Office•Austin, TX

4d•Onsite

About The Position

Omni Hotels & Resorts is seeking Guest Experience Ambassador for the beautiful Barton Creek Resort & Spa! Ranked among the best resorts in Texas: Top 5 Resorts in the Southwest Conde Nast Traveler and Top 5 Resorts in Texas Travel + Leisure World's Best Awards 2024 The Guest Experience Ambassador will play a key role with making new room/activity reservations while also simultaneously enhancing the pre-arrival guest experience at Omni Barton Creek. This position is designed to provide anticipatory service to guests seeking to make reservations or those with existing bookings looking for a curated experience. The role will include serving as a reservation concierge, assisting guests with room, golf, spa, food & beverage, and other enriching reservations to ensure a seamless and enjoyable stay. The Ambassador will work to personalize every aspect of the guest’s visit, providing a tailored itinerary upon check-in. This proactive guest outreach is aimed at increasing room bookings and ancillary revenue, while also contributing to higher Overall Experience Medallia scores. The Guest Experience Ambassador will be responsible for understanding the fundamentals of revenue merchandising and applying that knowledge to the reservation sales process.

Requirements

Must be able to work weekends
High school diploma or equivalent
Must be proficient in Excel, Outlook and other general computer skills

Nice To Haves

Previous hotel reservations and/or Front Desk experience is preferred
Knowledge of Opera and FDC is ideal

Responsibilities

Ensure that all Forbes hospitality service standards are met in each call and consistently maintain a score of 90% or greater in Moments of Service.
Answer guest calls within 3 rings and return voicemails/reply to guest emails within one business day of receipt.
Take reservation calls from customers, Front Office, and OmniRez agents requesting on-property assistance or any other calls pertaining to room, golf, spa, tennis, activity, and F&B reservations and/or welcome amenities.
Serve as the primary resort contact for Transient guests and assist them with planning and arranging all aspects of their stay.
Input new room reservations into Opera and modify and/or cancel existing room reservations, as needed.
Be the property expert with making room reservations in Opera while also being extremely knowledgeable of all packages, promotions and special events at the property.
Be the property specialist with making activity related reservations (golf/spa/dining/ cabana/etc.) in ResortSuite and ResortPass with a very thorough knowledge of all booking systems used at the resort.
Consistently upsell golf, spa, room types, dynamic packages, cabanas, and other ancillary revenue streams to maximize top line revenue.
Generate reports on reservations made day prior and email or call to offer them Plus One assistance by pre-booking them their Spa, Golf and Dining reservations, and room upsells.
Review reports on golf, spa, F&B, and resort credit add-on packages and outreach to offer assistance with activity bookings.
Have consistent knowledge of hotel services (outlet hours of operation, golf course schedules, spa services, activities calendars, local attractions, etc.) and local and hotel events; communicate to guests via phone and/or email.
Have thorough understanding of how to sell and upsell golf, spa, room types, dynamic packages, cabanas, F&B, etc. and have knowledge of pricing of all ancillary revenue areas.
Prepare and maintain up-to-date guest itineraries and attach them to room reservations on day prior to arrival.
Deliver itineraries to the Front Desk the day prior to the guest arrival and create an alert on the guest reservation.
Monitor BC.GuestExperience inbox & 3 rd party message channels via extranet; respond within one business day.
Create and maintain transient room blocks for 3-9 rooms and be the servicing manager for these blocks and Buddy Golf Groups.
Handle all planning, trip itineraries, routing, deposits, room requests, amenities, etc. for transient room blocks of 3-9 rooms and Buddy Golf Groups.
Utilize Microsoft SharePoint to track transient group blocks and booked ancillary revenue.
Assist with inputting 3 rd party, wholesale, ESP, and travel agent reservation inquiries.
Document reservations with detailed notes to facilitate interdepartmental communication and ensure guest satisfaction.
Provide feedback to management on selling opportunities, activities, promotions, etc.
Contact transient block bookings to provide hands on assistance with large-scale reservations.
Cross train with the Group Rooms Coordinator so that assistance can be provided when needed.
Handle small group blocks/reservations (10-15 peak room nights), including inputting recaps, rooming lists, special requests, and monitoring group blocks for compliance.
Ensure group room types and billing information are accurate, adjusting as needed to meet contractual terms.
Prepare and send group pick-up reports for designated blocks to group clients and CSMs as needed.
Assist in managing the reservations inbox and complete ad hoc tasks as assigned by management related to room/activity reservations, group blocks, and requests from various departments.
Generate reports on departing guests to send thank you emails with a return offer.
Help management with developing new standard operating procedures, as needed.
Assist the Operations team, as needed, which includes Front Desk, Housekeeping, etc.
Create surprise and delight moments for guests and help with planning special occasions such as birthdays, anniversaries, proposals, etc.
Encourage guests to provide feedback via Medallia surveys.