Guest Experience Planner

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

Job summary

Omni PGA Frisco Resort & Spa in Frisco, TX seeks a Guest Experience Planner to elevate the pre-arrival experience. You will assist guests with room, golf, spa, and F&B reservations, delivering anticipatory service to ensure a seamless stay and drive revenue through upsells.

Ideal candidates have prior hotel reservations or front desk experience, and are proficient with Opera and ResortSuite, with solid Excel and Outlook skills to communicate with guests and staff.

Qualifications

• Previous hotel reservations and/or Front Desk experience preferred.
• Proficient in Excel, Outlook and other general computer skills.
• Knowledge of Opera and FDC is ideal.

Responsibilities

• Take reservation calls from guests and OmniRez agents for room, golf, spa, tennis, and F&B reservations.
• Input new room reservations into Opera and modify/cancel existing reservations as needed.
• Be an expert with making room reservations in Opera and know all promotions and events.
• Promote activity reservations (golf/spa/dining/cabana) in ResortSuite and upsell where appropriate.
• Communicate service details and reservations with Front Desk to ensure guest satisfaction.

Skills

Customer service

Communication

Reservations experience

Excel proficiency

Education

High school diploma or equivalent

Tools

Opera

ResortSuite

Outlook

Job description

Omni PGA Frisco Resort & Spa

Omni PGA Frisco Resort blends the warmth of Texas hospitality with refined comfort. Guests can unwind in one of 500 thoughtfully designed rooms and suites, or embrace the spirit of the Lone Star State in one of 10 private ranch houses. With four shimmering pools-including an adults-only rooftop infinity pool-plus the serene Mokara Spa and 13 unique food and beverage destinations, every stay is an experience to savor. Whether you're planning a weekend retreat or marking a special occasion, this is Frisco at its most unforgettable.

The Guest Experience Planner will be responsible for enhancing the Omni PGA Frisco pre-arrival experience. They will offer an anticipatory service to guests looking to make a reservation or with an existing reservation looking to have a curated experience. The job duties will include being a reservation concierge who will assist guests with making room, golf, spa, and food & beverage and other experience enriching reservations to facilitate a seamless fun filled stay. This guest outreach is also anticipated to help increase room and ancillary revenue streams. Guest Experience Agents will be responsible for understanding the basic tenets of revenue merchandising and with integrating that knowledge into the reservation sales process.

Responsibilities:

• Ensure that all Moments of Service standards are met
• Take reservation calls from customers and OmniRez agents requesting on-property assistance or any other calls pertaining to room, golf, spa, tennis, and F&B reservations
• Answer guest calls within 3 rings and return voice messages/reply to guest emails within 24 hours of receipt
• Input new room reservations into Opera and modify and/or cancel existing room reservations, as needed
• Be an expert with making room reservations in Opera. Be extremely knowledgeable on all promotions and special events at the property.
• Be an expert with making activity related reservations (golf/spa/dinner/ cabana/etc.) reservations in ResortSuite
• Contact guests with existing reservations to offer them PlusOne assistance by pre-booking them their Spa, Golf and Dining reservations
• Have consistent knowledge of hotel services (outlet hours of operation, golf course maintenance schedule, spa services, activities calendar, local attractions, local events etc.) and events; communicate to guests via phone and/or email
• Have thorough understanding of how to sell golf, spa, cabanas, etc. and have knowledge of pricing of all ancillary revenue areas
• Send outbound emails to Transient reservations on the books offering room upgrades and ancillary upsells as directed by management
• Monitor BC Reservations mailbox & 3rd party channels via extranet; respond within 24 business hours
• Assist Front Desk with reservations inquiries, billing questions, room assignments, etc.
• Create and maintain transient room blocks and be the servicing manager on golf room blocks (such as transient golf groups)
• Handle all billing, room requests, amenities, etc. are for transient room blocks
• Assist with 3rd party/wholesale, ESP, and travel agent reservation inquiries
• Detail reservations with notes/comments to maintain proper communication with the Front Desk and to ensure guest satisfaction
• Upsell reservations to standard or dynamic packages and upper room types
• Provide feedback to management on selling opportunities, activities, promotions, etc.

Qualifications:

• Previous hotel reservations and/or Front Desk experience is preferred
• Knowledge of Opera and FDC is ideal
• High school diploma or equivalent
• Must be proficient in Excel, Outlook and other general computer skills
• Must be able to communicate effectively with internal and external guests
• Must be able to work Monday- Saturday with the occasional holiday weekend

Working Environment:

• Interior of hotel, in normal office conditions.

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.