Experience Planner | Full Time

Omni Hotels; Florida; On-site; USD 42,000 - 65,000; Full time

Job summary

Omni Hotels in Florida is seeking a guest services team member to enhance guest experiences and drive revenue through outbound activity sales. You will upsell rooms and packages, coordinate with the DORM for ancillary offerings, and manage reservations across golf, spa, dining, and other experiences.

Responsibilities include answering inquiries, processing deposits, and maintaining detailed reservation notes to ensure accuracy. Flexibility for nights, weekends, and holidays is required.

Qualifications

• Previous luxury hotel experience is required.
• Flexible schedule; nights, weekends, and holidays.
• Ability to stand for the entire shift.
• Customer service oriented with strong multitasking and organizational skills.
• Knowledge of local area attractions.
• Knowledge of Property Management Systems and related computer programs.
• Strong knowledge of Microsoft Office Software.

Responsibilities

• Know the property, guestrooms, packages, and amenities.
• Make outbound sales calls; upsell room types and ancillary options.
• Upsell room types to maximize ADR.
• Coordinate with DORM to drive activity revenue.
• Achieve monthly revenue goals defined by DORM and leadership.
• Implement Moments of Service on every call.
• Reserve golf tees, spa, dining, and other activities.
• Track sales performance and share results with management.
• Process deposits, route billing for activity reservations.
• Answer inbound calls and manage emails promptly.
• Review arrivals and rate codes to identify upsell opportunities.
• Respond to guest requests for Experience Planner services.
• Email appropriate departments with updates.
• Make reservation notes for accuracy.
• Other duties as assigned by management.

Skills

Customer service

Multi-tasking

Organizational skills

MS Office

Local area knowledge

Tools

Property Management Systems

Microsoft Office

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 basisPost 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.