Guest Experience Planner

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

Job summary

The Omni Fort Lauderdale Hotel is seeking a Guest Experience Planner to be the first point of contact for guests prior to arrival, coordinating reservations, activities, and personalized services to ensure a seamless and memorable stay. You will proactively connect with guests to介绍 hotel services, enhance the guest experience, and drive loyalty, while maintaining knowledge of all services and pricing.

Strong English communication and at least 1 year of customer service experience are required;

Qualifications

• Minimum of 1 year of direct customer service experience.
• Front office or guest services experience preferred.
• Strong organizational and communication skills for a fast-paced environment.
• Ability to upsell guest experiences and manage multiple requests.

Responsibilities

• Coordinate and proactively sell guest experiences prior to arrival.
• Create and coordinate special packages to enhance guest experience.
• Communicate guest preferences and requests to relevant departments.
• Maintain knowledge of hotel services, prices, and hours of operation.
• Upsell higher-tier rooms and enroll guests in the loyalty program.
• Maintain accurate records of reservations for revenue tracking.

Skills

Customer service

Front desk experience

Organizational skills

Verbal and written communication

OPERA system knowledge

Tools

OPERA system

Job description

Omni Fort Lauderdale Hotel

The Omni Ft. Lauderdale Hotel is a 29-story hotel, located at 1950 Eisenhower Blvd, and connected directly to the Broward County Convention. The property offers 801 guest rooms and suites, multiple restaurants, a vibrant rooftop bar, a sprawling pool, spa, and fitness center. The hotel has over 120,000 square feet of indoor and outdoor meeting and event space, including a grand ballroom, junior ballroom, 25 breakout rooms and pre-function meeting space with waterfront views.

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.

Reservation Agent

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.