Luxury Guest Experience & Reservations Planner

Omni Hotels & Resorts; Florida; On-site; USD 32,000 - 42,000; Full time

Job summary

Omni Amelia Island Resort & Spa invites candidates to join a dynamic team delivering exceptional guest experiences. This role focuses on outbound activity sales across room options, spa services, golf, recreation, and dining, while upselling to maximize ADR.

A strong luxury-hotel background and ability to work nights, weekends, and holidays are essential. Applicants should know the property well, coordinate with departments, and ensure accurate reservations and timely responses to guest

Qualifications

• Previous luxury hotel experience is required.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Ability to stand for the entire scheduled shift.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Knowledge of the surrounding area and all of its attractions.
• Knowledge of Property Management Systems and related computer programs
• Strong knowledge of Microsoft Office Software.

Responsibilities

• Must have thorough knowledge of the property, guestrooms, package options, and amenities of the property.
• Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options (when applicable).
• Upsell room types to maximize hotel average daily rate.
• Coordinate with DORM to develop and coordinate strategies that will drive activity revenue into need times/dates for ancillary revenue outlets.
• Achieve monthly revenue goals for the position as defined by the DORM and senior property leadership.
• Implement Moments of Service (MOS) on every call.
• Reserve golf tee times, spa appointments, dining reservations, etc. in all activity applications.
• Track success of sales efforts and revenue capture; share with appropriate personnel/management on an on-going basis.
• Post advance deposits and route billing of activity reservations (when applicable).
• Process activity confirmations.
• Answer inbound calls; check voicemail/inbox and answer emails in a timely manner.
• Review arrivals report, opt in report, and rate codes to identify guests for outbound sales efforts (i.e. upselling web reservations, LOS patterns, etc.).
• Respond to guest requests for Experience Planner services in a timely manner.
• Email relevant correspondence with appropriate departments.
• Make detailed reservation notes in reservation to ensure accuracy.
• Other duties as may be assigned by management.

Skills

Customer service

Multi-tasking

Detail orientation

Organizational skills

Area knowledge

MS Office

Property Management Systems

Tools

Property Management Systems

Microsoft Office

Job description

Omni Amelia Island Resort & Spa invites candidates to join a dynamic team delivering exceptional guest experiences. This role focuses on outbound activity sales across room options, spa services, golf, recreation, and dining, while upselling to maximize ADR.

A strong luxury-hotel background and ability to work nights, weekends, and holidays are essential. Applicants should know the property well, coordinate with departments, and ensure accurate reservations and timely responses to guest