Guest Experience Planner

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 scenic Texas Hill Country just minutes from downtown Austin, Omni Barton Creek Resort & Spa is a premier destination for luxury, leisure, and world-class hospitality.

Our associates are the heart of our success - a dedicated, passionate team who bring to life the warmth, elegance, and service excellence that define the Omni brand. Joining our team means becoming part of a culture built on respect, gratitude, and empowerment. Here, every associate has the opportunity to grow through comprehensive training, mentorship, and career advancement within one of the hospitality industry's most respected companies.

From championship golf and award-winning dining to a rejuvenating spa and stunning natural surroundings, Omni Barton Creek offers an inspiring environment to work, learn, and thrive. If you are driven, personable, and passionate about creating exceptional guest experiences, you'll find your perfect match at Omni Barton Creek Resort & Spa.

JOB PURPOSE:

The Guest Experience Planner serves as the first point of personalized contact for guests prior to their arrival, ensuring a seamless and memorable stay. This role proactively connects with guests to introduce hotel services, amenities, and special offerings tailored to their preferences. By assisting with reservations, activities, and on-property experiences, the planner enhances guest satisfaction, drives loyalty, and increases revenue opportunities.

ESSENTIAL JOB FUNCTIONS:

• 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.

QUALIFICATIONS:

• Minimum of 1 year of direct customer service experience required.
• Previous hotel front office or guest services experience is strongly preferred.
• Strong organizational skills with the ability to prioritize, multi-task, and adapt in a fast-paced environment.
• Ability to work well under pressure while handling multiple guest requests and questions in a professional manner.
• Customer service oriented with a strong desire to create personalized and memorable guest experiences.
• Ability to remain calm, professional, and welcoming in stressful situations.
• Excellent verbal and written communication skills in English, with the ability to interact effectively with guests, management, and colleagues in person and over the phone.
• Strong decision-making skills with the ability to think quickly and clearly.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively and collaboratively with team members and across departments.
• Proficiency in basic computer applications; prior OPERA system experience is a plus.
• Must have flexibility to work a variety of shifts, weekends, and holidays.

ENVIRONMENT & POSITION ANALYSIS:

• Lift, carry and place objects weighing up to 50 lbs. without assistance.
• Stand, walk or sit for an extended period or for an entire work shift.
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

TOOLS & EQUIPMENT:

• Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, two-way radio dispatch.

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.