Experience Planner

Omni Hotels & Resorts; Hot Springs (VA); On-site; USD 42,000 - 65,000; Full time

Job summary

Omni Hotels & Resorts in Hot Springs, VA is seeking a guest-focused team member to support revenue generation and guest experiences. You will leverage property knowledge to offer packages, spa, golf and dining options, while maintaining accurate reservation notes and delivering MOS on every call.

The role requires flexible scheduling, strong customer service, and proficiency with PMS and Microsoft Office. You will collaborate with departments to maximize revenue and guest satisfaction.

Qualifications

• Luxury hotel experience required.
• Flexible schedule including nights, weekends and holidays.
• Ability to stand for the entire shift.
• Customer service oriented with multitasking and organization skills.
• Knowledge of the local area and attractions.
• Knowledge of PMS and related computer programs.
• Strong knowledge of Microsoft Office.

Responsibilities

• Know the property, guestrooms, packages, and amenities.
• Make outbound sales calls; offer room, spa, golf, and dining options.
• Upsell room types to maximize hotel ADR.
• Coordinate with DORM to drive activity revenue at targeted times.
• Achieve monthly revenue goals defined by leadership.
• Reserve tee times, spa and dining reservations as needed.
• Track sales and revenue; report to management regularly.
• Process deposits and route billing for reservations when applicable.
• Answer inbound calls and manage emails promptly.
• Review arrivals, opt-in and rate codes to identify upsell opportunities.
• Respond to guest requests for Experience Planner services.

Skills

Customer service

MS Office

PMS knowledge

Multitasking

Attention to detail

Area knowledge

Tools

PMS software

Office suite

Job description

Overview:

This team member will go above and beyond guests expectations and provide assistance and services for guests in order to ensure pleasurable accommodations.

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 confirmations
• Answer inbound calls; check voicemail/inbox and answer emails in a timely manner
• 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
• Other duties as may be assigned by management

Qualifications:

• Previous luxury hotel experience is required.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Ability to stand for the entire scheduled shift.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Knowledge of the surrounding area and all of its attractions.
• Knowledge of Property Management Systems and related computer programs
• Strong knowledge of Microsoft Office Software.