Resort Experience Specialist – Upsell & Guest Services

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 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.