Pre-Arrival Guest Experience Planner

Omni Hotels & Resorts; Fort Lauderdale (FL); On-site; USD 25,000 - 30,000; Full time

Job summary

Omni Hotels & Resorts in Fort Lauderdale seeks a Reservation Agent to be the first personalized contact for guests, assisting with reservations, activities, and on-property experiences tailored to preferences. This role drives loyalty and revenue by anticipating needs and communicating across departments.

You will coordinate pre-arrival experiences, upsell room upgrades, and ensure accurate bookings while maintaining exceptional service and knowledge of all hotel services.

Qualifications

• Minimum 1 year of direct customer service experience.
• Hotel front office or guest services preferred.
• Strong organizational skills and ability to multitask.
• Professional communication in person, over the phone and in writing.
• Ability to input information accurately into computer systems.
• Flexible to work varied shifts, weekends and holidays.

Responsibilities

• Coordinate and proactively sell guest experiences and services prior to arrival.
• Create and coordinate pre-arrival packages to enhance the guest experience.
• Upsell higher-tier rooms when appropriate and enroll guests in loyalty programs.
• Communicate guest preferences to all departments and follow up for satisfaction.
• Maintain knowledge of hotel services, hours, pricing and offerings.
• Maintain accurate booking records and support revenue tracking.
• Uphold professional phone etiquette and Moment of Service standards.

Skills

Customer Service

Multitasking

Communication

Phone Etiquette

Tools

OPERA system

SALTO

Synergy

Microsoft Office

Job description

Omni Hotels & Resorts in Fort Lauderdale seeks a Reservation Agent to be the first personalized contact for guests, assisting with reservations, activities, and on-property experiences tailored to preferences. This role drives loyalty and revenue by anticipating needs and communicating across departments.

You will coordinate pre-arrival experiences, upsell room upgrades, and ensure accurate bookings while maintaining exceptional service and knowledge of all hotel services.