Luxury Guest Experience Planner

Omni Hotels; Florida; On-site; USD 42,000 - 65,000; Full time

Job summary

Omni Hotels in Florida is seeking a guest services team member to enhance guest experiences and drive revenue through outbound activity sales. You will upsell rooms and packages, coordinate with the DORM for ancillary offerings, and manage reservations across golf, spa, dining, and other experiences.

Responsibilities include answering inquiries, processing deposits, and maintaining detailed reservation notes to ensure accuracy. Flexibility for nights, weekends, and holidays is required.

Qualifications

• Previous luxury hotel experience is required.
• Flexible schedule; nights, weekends, and holidays.
• Ability to stand for the entire shift.
• Customer service oriented with strong multitasking and organizational skills.
• Knowledge of local area attractions.
• Knowledge of Property Management Systems and related computer programs.
• Strong knowledge of Microsoft Office Software.

Responsibilities

• Know the property, guestrooms, packages, and amenities.
• Make outbound sales calls; upsell room types and ancillary options.
• Upsell room types to maximize ADR.
• Coordinate with DORM to drive activity revenue.
• Achieve monthly revenue goals defined by DORM and leadership.
• Implement Moments of Service on every call.
• Reserve golf tees, spa, dining, and other activities.
• Track sales performance and share results with management.
• Process deposits, route billing for activity reservations.
• Answer inbound calls and manage emails promptly.
• Review arrivals and rate codes to identify upsell opportunities.
• Respond to guest requests for Experience Planner services.
• Email appropriate departments with updates.
• Make reservation notes for accuracy.
• Other duties as assigned by management.

Skills

Customer service

Multi-tasking

Organizational skills

MS Office

Local area knowledge

Tools

Property Management Systems

Microsoft Office

Job description

Omni Hotels in Florida is seeking a guest services team member to enhance guest experiences and drive revenue through outbound activity sales. You will upsell rooms and packages, coordinate with the DORM for ancillary offerings, and manage reservations across golf, spa, dining, and other experiences.

Responsibilities include answering inquiries, processing deposits, and maintaining detailed reservation notes to ensure accuracy. Flexibility for nights, weekends, and holidays is required.