Guest Experience Architect

Omni Hotels & Resorts; Austin (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Omni Barton Creek Resort & Spa, nestled in the Texas Hill Country near Austin, seeks a Guest Experience Planner to connect with guests before arrival and tailor services. You will upsell experiences, coordinate amenities for special occasions, and ensure seamless communication with all hotel outlets.

You will maintain knowledge of services, pricing, and packages while delivering personalized service and embracing Omni’s Moment of Service standards.

Qualifications

• Minimum of 1 year of direct customer service experience required.
• Hotel front desk or guest services experience preferred.
• Strong organizational skills for a fast-paced environment.
• Excellent verbal and written communication in English.
• Ability to upsell and promote hotel services.
• Flexible to work varied shifts, weekends, and holidays.
• Proficiency with basic computer applications; OPERA experience is a plus.

Responsibilities

• Coordinate and proactively sell guest experiences and services prior to arrival.
• Create and coordinate, prior to arrival, special packages that enhance the guest experience.
• Participate in the amenity process for guests celebrating special occasions, including arranging personalized touches and pre-arrival calls.
• Communicate guest information, preferences, and special requests promptly to the appropriate departments.
• Maintain thorough knowledge of all hotel services, amenities, and hours of operation to assist guests effectively.
• Maintain thorough knowledge of all pricing for items and activities on property.
• Deliver personalized and memorable service by applying the Power of One philosophy.
• Maintain effective communication and strong working relationships with all hotel outlets and amenities, including Food & Beverage, Spa, Recreation, and others, to collaboratively handle guest needs and ensure seamless service.
• Follow up on guest requests and arrangements to ensure satisfaction and service excellence.
• Recognize VIPs and repeat guests, noting preferences to deliver personalized future experiences.
• Regularly participate in lobby activations and welcoming large groups and arrivals.
• Maintain thorough knowledge of all guest rooms, packages, and special offers.
• Effectively upsell guests to higher-tier rooms if applicable.
• Actively encourage enrollment in loyalty program to enhance satisfaction and retention.
• Maintain accurate records of all bookings for revenue tracking.
• Maintain ongoing communication with guests up until arrival to ensure all needs, preferences, and special requests are addressed.
• Handle and resolve any guest issues or concerns promptly to ensure a seamless and positive experience.
• Follow all Moment of Service protocols to ensure consistent, high-quality guest interactions.
• Follow all established procedures to ensure guest safety, security, and protection of personal information.
• Uphold proper phone etiquette, ensuring a professional, warm, and courteous tone at all times.
• Perform other duties and special projects as assigned by Front Office Management.

Skills

Customer service

English communication

Organizational skills

Problem solving

Multitasking

Upselling

Team collaboration

OPERA familiarity

Phone etiquette

Tools

OPERA system

Job description

Omni Barton Creek Resort & Spa, nestled in the Texas Hill Country near Austin, seeks a Guest Experience Planner to connect with guests before arrival and tailor services. You will upsell experiences, coordinate amenities for special occasions, and ensure seamless communication with all hotel outlets.

You will maintain knowledge of services, pricing, and packages while delivering personalized service and embracing Omni’s Moment of Service standards.