Resort Experience Planner

Omni Hotels & Resorts; Asheville (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Omni Grove Park Inn & Spa in Asheville, NC seeks a Resort Experience Planner to generate incremental revenue through outbound sales, leveraging deep knowledge of the property, packages, and amenities. You will upsell rooms, spa services, golf, and dining, and coordinate with teams to optimize revenue during peak and off-peak periods.

Responsibilities include handling inbound inquiries, making reservations, and maintaining accurate notes in the system.

Qualifications

• Experience in sales is required, preferably in hospitality or resorts.
• Hotel or resort experience in Reservations or Front Office is preferred.
• Strong keyboard skills and ability to learn multiple software systems.
• Ability to analyze situations and make decisions that meet hotel expectations.
• Proficiency with software systems and MS Excel is important.
• Well-organized with the ability to handle multiple tasks simultaneously.

Responsibilities

• Know the property, guestrooms, packages, and amenities.
• Make outbound sales calls and upsell rooms, spa, golf, and dining options.
• Coordinate with teams to drive activity revenue during need dates.
• Meet monthly revenue goals set by leadership.
• Utilize Moments of Service on calls and document interactions.
• Reserve tee times, spa, dining, and other needs in systems.
• Track performance and share results with management regularly.
• Handle inquiries by phone and email in a timely manner.
• Record detailed reservation notes to ensure accuracy.

Skills

Sales experience

Hotel/resort experience

Keyboard skills

Analytical thinking

Software proficiency

Excel proficiency

Multitasking/organization

Tools

Reservation systems

MS Excel

Job description

Omni Grove Park Inn & Spa

The AAA Four-Diamond Omni Grove Park Inn & Spa is noted for understated elegance and southern charm; ten U.S. Presidents and countless luminaries from the worlds of art, entertainment, sports and politics have stayed at this hotel. The property offers sweeping views of the Blue Ridge Mountains, delectable restaurants, a Donald Ross golf course, tennis and fitness center, award winning spa and spacious convention facilities.

Omni Grove Park Inn and Spa's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Grove Park Inn & Spa may be your perfect match.

Overview

The Resort Experience Planner will be responsible for capturing additional incremental revenue through outbound sales efforts not reserved during the initial sales process.

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)
• Up-sell 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 confirmation
• Answer inbound calls; check voicemail/inbox and answer emails in a timely manner
• Other duties as may be assigned by management
• 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

Requirements

• Experience with sales is required. Hotel or resort experience highly preferred.
• Previous hotel experience in a Reservations or Front Office environment is preferred.
• Strong keyboard skills preferred.
• Must be able to analyze situations and make decisions that meet and exceed the expectations of the hotel.
• Ability to learn and master multiple software systems required.
• Strong working knowledge of Microsoft Excel.
• Must be organized with the ability to handle multiple tasks.

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.