Guest Experience Planner

Omni Hotels • Fort Lauderdale, FL

70d

About The Position

The Guest Experience Planner serves as the first point of personalized contact for guests prior to their arrival, ensuring a seamless and memorable stay. This role proactively connects with guests to introduce hotel services, amenities, and special offerings tailored to their preferences. By assisting with reservations, activities, and on-property experiences, the planner enhances guest satisfaction, drives loyalty, and increases revenue opportunities.

Requirements

• Minimum of 1 year of direct customer service experience required.
• Previous hotel front office or guest services experience is strongly preferred.
• Strong organizational skills with the ability to prioritize, multi-task, and adapt in a fast-paced environment.
• Ability to work well under pressure while handling multiple guest requests and questions in a professional manner.
• Customer service oriented with a strong desire to create personalized and memorable guest experiences.
• Ability to remain calm, professional, and welcoming in stressful situations.
• Excellent verbal and written communication skills in English, with the ability to interact effectively with guests, management, and colleagues in person and over the phone.
• Strong decision-making skills with the ability to think quickly and clearly.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively and collaboratively with team members and across departments.
• Proficiency in basic computer applications; prior OPERA system experience is a plus.
• Must have flexibility to work a variety of shifts, weekends, and holidays.

Responsibilities

• Coordinate and proactively sell guest experiences and services prior to arrival
• Create and coordinate, prior to arrival, special packages that enhance the guest experience.
• Participate in the amenity process for guests celebrating special occasions, including arranging personalized touches and pre-arrival calls.
• Communicate guest information, preferences, and special requests promptly to the appropriate departments.
• Maintain thorough knowledge of all hotel services, amenities, and hours of operation to assist guests effectively.
• Maintain thorough knowledge of all pricing for items and activities on property.
• Deliver personalized and memorable service by applying the Power of One philosophy.
• Maintain effective communication and strong working relationships with all hotel outlets and amenities, including Food & Beverage, Spa, Recreation, and others, to collaboratively handle guest needs and ensure seamless service
• Follow up on guest requests and arrangements to ensure satisfaction and service excellence.
• Recognize VIPs and repeat guests, noting preferences to deliver personalized future experiences.
• Regularly participate in lobby activations and welcoming large groups and arrivals
• Maintain thorough knowledge of all guest rooms, packages, and special offers.
• Effectively upsell guests to higher-tier rooms if applicable.
• Actively encourage enrollment in loyalty program to enhance satisfaction and retention.
• Maintain accurate records of all bookings for revenue tracking.
• Maintain ongoing communication with guests up until arrival to ensure all needs, preferences, and special requests are addressed.
• Handle and resolve any guest issues or concerns promptly to ensure a seamless and positive experience.
• Follow all Moment of Service protocols to ensure consistent, high-quality guest interactions.
• Follow all established procedures to ensure guest safety, security, and protection of personal information.
• Uphold proper phone etiquette, ensuring a professional, warm, and courteous tone at all times.
• Perform other duties and special projects as assigned by Front Office Management.

What This Job Offers

• Industry: Accommodation
• Number of Employees: 5,001-10,000 employees