Resort Experience Planner

Corporate Office•Asheville, NC

1d•Onsite

About The Position

The Resort Experience Planner will be responsible for capturing additional incremental revenue through outbound sales efforts not reserved during the initial sales process.

Requirements

Experience with sales is required.
Strong keyboard skills preferred.
Must be able to analyze situations and make decisions that meet and exceed the expectations of the hotel.
Ability to learn and master multiple software systems required.
Strong working knowledge of Microsoft Excel.
Must be organized with the ability to handle multiple tasks.

Nice To Haves

Hotel or resort experience highly preferred.
Previous hotel experience in a Reservations or Front Office environment is preferred.

Responsibilities

Must have thorough knowledge of the property, guestrooms, package options, and amenities of the property
Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options (when applicable)
Up-sell room types to maximize hotel average daily rate
Coordinate with DORM to develop and coordinate strategies that will drive activity revenue into need times/dates for ancillary revenue outlets
Achieve monthly revenue goals for the position as defined by the DORM and senior property leadership
Implement Moments of Service (MOS) on every call
Reserve golf tee times, spa appointments, dining reservations, etc. in all activity applications
Track success of sales efforts and revenue capture; share with appropriate personnel/management on an on-going basis
Post advance deposits and route billing of activity reservations (when applicable)
Process activity confirmation
Answer inbound calls; check voicemail/inbox and answer emails in a timely manner
Other duties as may be assigned by management
Review arrivals report, opt in report, and rate codes to identify guests for outbound sales efforts (i.e. upselling web reservations, LOS patterns, etc.)
Respond to guest requests for Experience Planner services in a timely manner
Email relevant correspondence with appropriate departments
Make detailed reservation notes in reservation to ensure accuracy