Experience Planner | Full Time

Omni Hotels & Resorts; Florida; On-site; USD 32,000 - 52,000; Full time

Job summary

Omni Amelia Island Resort & Spa is seeking a motivated team member to enhance guest experiences and drive revenue through upselling room packages, spa services, golf, and dining options. The role requires knowledge of the property, the ability to handle outbound sales calls, and coordination with departments to ensure seamless guest experiences.

The position demands flexible scheduling, including nights, weekends, and holidays, with a strong emphasis on customer service, organization, and

Qualifications

• Previous luxury hotel experience is required.
• Flexible schedule including nights, weekends, and holidays.
• Ability to stand for the entire shift.
• Customer service oriented with strong organization and multi-tasking.

Responsibilities

• Know the property, guestrooms, packages, and amenities.
• Make outbound sales calls for room packages, spa, golf, and dining options.
• Upsell room types to maximize ADR.
• Coordinate with DORM to drive activity revenue during peak/slow times.
• Achieve monthly revenue goals set by leadership.
• Reserve tee times, spa appointments, dining, and other experiences.

Skills

Customer service

Multi-tasking

Organizational skills

Local area knowledge

Reservation systems

Microsoft Office

Tools

Property Management Systems

Microsoft Office

Job description

Omni Amelia Island Resort & Spa

At Omni Amelia Island Resort & Spa, guests enjoy 3.5 miles of beach, scenic marshlands, luxurious oceanfront accommodations, world‑class golf, dining, family‑friendly activities and a full‑service spa.

Our associates are part of a dynamic, supportive team that values respect, gratitude, and empowerment. We offer hands‑on training, growth opportunities, and the pride of working for a company known for exceptional service. If you're friendly, motivated, and passionate about serving others, Omni Amelia Island Resort & Spa may be your perfect fit.

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.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: EEOC is the Law Poster. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.