Experience Planner | Full Time

Omni Hotels & Resorts; Town of Florida (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

Omni Amelia Island Resort & Spa, a luxury seaside resort, seeks a proactive team member to drive activity sales while delivering exceptional guest experiences. The role requires detailed knowledge of property offerings, strong communication, and a passion for service.

You will engage guests through outbound calls, upsell room types, coordinate spa, golf, dining, and recreation bookings, and collaborate with departments to meet revenue targets while maintaining MOS standards.

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 multi-tasking and organizational skills.
• Knowledge of the surrounding area and its attractions.
• Knowledge of MS Office software.

Responsibilities

• Know the property, guestrooms, package options and amenities inside out.
• Make outbound sales calls offering room/packages, spa services, golf, recreation, and dining options.
• Upsell room types to maximize ADR.
• Coordinate strategies to drive activity revenue for ancillary outlets.
• Meet monthly revenue goals defined by management.
• Document and follow MOS on every call.
• Reserve tee times, spa appointments, dining reservations, etc. in all apps.
• Track sales effectiveness and report to management regularly.
• Post deposits and route billing of activity reservations.
• Process activity confirmations.
• Answer inbound calls and respond to emails promptly.
• Review arrivals and rate-code reports to identify upsell opportunities.
• Respond to guest requests for Experience Planner services promptly.
• Email relevant departmental correspondence.
• Make detailed reservation notes for accuracy.
• Other duties as assigned by management.

Skills

Customer service

Sales & upselling

Multitasking

Organizational skills

Tools

Property Management Systems

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.