Reservations | Guest Experience Planner |

2 weeks ago

Austin Texas, United States Omni Hotels & Resorts Full time

Location:
Barton Creek Resort & Spa


Barton Creek Resort & Spa's success is due to its dedicated, intelligent and self-motivated family of associates who work together to maintain the company's trademark high standards.

If you would like to be a part of an environment where teamwork is emphasized and individual excellence is encouraged then this is the place for you.


Omni Barton Creek Resort 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 Barton Creek may be your perfect match.


Job Description:
Omni Hotels & Resorts is seeking Guest Experience Ambassador for the beautiful new Barton Creek Resort & Spa

Ranked among the best resorts in Texas: Top 5 Resorts in the Southwest Conde Nast Traveler and Top 5 Resorts in Texas Travel + Leisure World's Best Awards 2023

The Guest Experience Ambassador will be responsible for enhancing the Omni Barton Creek pre-arrival experience.

They will offer an anticipatory service to guests looking to make a reservation or with an existing reservation looking to have a curated experience.

The job duties will include being a reservation concierge who will assist guests with making room, golf, spa, and food & beverage and other experience enriching reservations to facilitate a seamless fun filled stay.

The Guest Experience Ambassador will help customize all aspects of the guest stay and provide a guest itinerary for check-in.

This guest outreach is also anticipated to help increase room and ancillary revenue streams while simultaneously helping with obtaining positive Overall Experience Medallia scores.

Guest Experience Ambassadors will be responsible for understanding the basic tenets of revenue merchandising and for integrating that knowledge into the reservation sales process.


Responsibilities:
Ensure that all Forbes hospitality service standards are met in each call, and maintain a score of 90% or greater in Moments of Service

Take reservation calls from customers, Front Office, and OmniRez agents requesting on-property assistance or any other calls pertaining to room, golf, spa, tennis, activity, and F&B reservations or welcome amenities

Answer guest calls within 3 rings and return voicemails/reply to guest emails within one business day of receipt

Input new room reservations into Opera and modify and/or cancel existing room reservations, as needed

Be expert with making room reservations in Opera. Be extremely knowledgeable on all packages, promotions and special events at the property.

Be expert with making activity related reservations (golf/spa/dinner/ cabana/etc.) in ResortSuite and ResortPass

Generate reports on reservations made day prior and email or call to offer them Plus One assistance by pre-booking them their Spa, Golf and Dining reservations, and room upsells

Generate reports on departing guests to send thank you emails with return offer

Review reports on golf add-on packages and outreach to offer assistance with tee time booking

Have consistent knowledge of hotel services (outlet hours of operation, golf course schedules, spa services, activities calendars, local attractions, etc.) and events; communicate to guests via phone and/or email

Have thorough understanding of how to sell and upsell golf, spa, room types, dynamic packages, cabanas, etc. and have knowledge of pricing of all ancillary revenue areas

Prepare and maintain up to date guest itineraries and attach them to room reservations on day prior to arrival

Monitor BC.GuestExperience inbox & 3rd party message channels via extranet; respond within one business day

Create and maintain transient room blocks for 3-9 rooms and be the servicing manager on Buddy Golf Groups

Handle all planning, trip itineraries, routing, deposits, room requests, amenities, etc. for transient room blocks of 3-9 rooms and Buddy Golf Groups

Use Microsoft Sharepoint to Track Buddy Golf Group bookings and Ancillary Revenue booked

Assist with 3rd party/wholesale, ESP, and travel agent reservation inquiries

Detail reservations with notes to maintain interdepartmental communication and ensure guest satisfaction

Provide feedback to management on selling opportunities, activities, promotions, etc.

Qualifications:
Previous hotel reservations and/or Front Desk experience is preferred

Knowledge of Opera and FDC is ideal

High school diploma or equivalent

Must be proficient in Excel, Outlook and other general computer skills

Must be able to communicate effectively with internal and external guests

Must be able to work Monday- Saturday with the occasional vacation weekend

Tools and Equipment:
Computer and printer, telephone, pen/pencil, photo-copying machine, file folders, filing cabinet, facsimile machine

Working Environment:
Interior of hotel, in normal office conditions.

Omni Hotels & Resorts is an equal opportunity employer.

The EEO is the Law poster and its supplement are available using the following links:
and the following link is the

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to

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