Recreation - Discover Ojai

Ojai Valley Inn•Ojai, CA

About The Position

The Experience Planner provides personalized pre-arrival and in-house assistance to guests, helping them customize itineraries and schedule resort and off-property activities. The role balances in-person guest interaction with email and telephone communication and is responsible for delivering a welcoming, attentive experience consistent with Ojai Valley Inn & Spa’s Core Values and AAA Five Diamond and Forbes standards. Accuracy, completeness, confidentiality, and guest satisfaction are essential. The planner serves as a one-stop resource for guest scheduling needs, including Spa, Golf, Camp, dining, transportation, local activities, and special arrangements. The role requires detailed knowledge of resort services, policies, rates, packages, events, and local resources; coordination with resort teams and outside vendors; and prompt follow-through on requests. The position also supports other departments as assigned and assists in resolving guest concerns.

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.
Proficient typing skills.
Ability to work cohesively as part of a team and promote positive relations with people contacting the Discover Ojai Center in person, by telephone, or by email.
Ability to thrive in a fast-paced environment and maintain attention to detail.
Ability to maintain confidentiality of guest information and hotel data, and ensure security of guest room access.
Ability to perform job functions with minimal supervision.
Ability to remain stationary at an assigned post for extended periods.

Nice To Haves

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

Responsibilities

Anticipate guest needs and plan itineraries in accordance with AAA Five Diamond and Forbes standards.
Review future arrivals requiring outreach and contact guests by telephone or email about scheduling, changes, and assistance.
Promote resort accommodations and activities, including Spa, Golf, and Food & Beverage, and upsell rooms, activities, and special events.
Extend experience-planning services to past poor-stay guests, VIPs, and group guests.
Respond promptly and courteously to emails and voice messages; make reservations and add requested notations to guest room reservations.
Provide guests with a welcome call or card upon arrival and telephone newly registered guests 10 minutes after check-in to check on their needs and satisfaction.
Maintain knowledge of hotel services, outlets, room types, rates, packages, promotions, occupancy, arrivals and departures, group activities, and local events and attractions.
Coordinate guest requests with resort departments and outside vendors, including accommodations, transportation, dining, childcare, business services, recreation, medical services, and other local services.
Follow resort reservation policies for guarantees, cancellations, and no-shows, and communicate policies clearly to guests.
Suggest suitable alternatives when needed, confirm planned activities, obtain confirmation details, record itinerary information, and communicate itineraries to guests.
Lead or support major holiday gift-card sales and explain how to purchase gift cards online.
Maintain security of department keys and guest room access, and protect guest and hotel information confidentiality.
Coordinate with supervisors and departing Experience Planners on business status and follow-up actions; assist teammates and other departments as assigned.
Address guest issues and complaints, escalating to a manager or supervisor when appropriate.
Prepare and maintain a clean workstation, monitor lobby and work-area cleanliness, request supplies, and keep vendor and resource information current.
Review designated 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; accommodate requests courteously and follow up with hotel personnel to ensure completion.
Arrange amenities and coordinate their delivery to guest rooms; provide directions and maps for local destinations.
Manage mini-groups in collaboration with reservation agents, including guest requests and activity bookings.
Accurately post charges to guest rooms or appropriate PM accounts.
Provide guest room and hotel tours and follow up on assignments from the Activity Manager.