Guest Experience Concierge

Omni Hotels & Resorts; Port Everglades (FL); On-site; USD 34,000 - 52,000; Full time

Job summary

Omni Fort Lauderdale is seeking a Guest Experience Planner to be the first point of personalized contact for guests, helping with reservations, activities, and on-property experiences to enhance satisfaction and revenue opportunities.

The role requires at least 1 year of customer service experience, strong English communication, and flexibility across shifts, including holidays. Proficiency with OPERA is a plus in this on-site position at our Fort Lauderdale property.

Qualifications

• Minimum of 1 year of direct customer service experience.
• Front office or guest services experience preferred.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Excellent verbal and written English communication skills.
• Must have flexibility to work a variety of shifts, weekends, and holidays.
• Ability to accurately input information into computer systems.

Responsibilities

• Coordinate and proactively sell guest experiences and services prior to arrival.
• Create and coordinate pre-arrival packages that enhance the guest experience.
• Participate in the amenity process for celebrations, including personalized touches and pre-arrival calls.
• Communicate guest information, preferences, and requests to relevant departments.
• Maintain knowledge of all hotel services, pricing, and hours of operation.
• Deliver personalized service and upsell to higher-tier rooms when applicable.
• Encourage enrollment in the loyalty program to boost satisfaction and retention.
• Maintain records of all bookings for revenue tracking and reporting.
• Follow up on guest requests to ensure satisfaction and service excellence.

Skills

Customer service

Fluent English

OPERA

Upselling

Reservations

Tools

OPERA

Job description

Omni Fort Lauderdale is seeking a Guest Experience Planner to be the first point of personalized contact for guests, helping with reservations, activities, and on-property experiences to enhance satisfaction and revenue opportunities.

The role requires at least 1 year of customer service experience, strong English communication, and flexibility across shifts, including holidays. Proficiency with OPERA is a plus in this on-site position at our Fort Lauderdale property.