Guest Experience Planner
3 weeks ago
Job Summary
We are seeking a highly motivated and customer-focused Guest Experience Planner to join our team at Omni Amelia Island Resort. As a key member of our sales and service team, you will be responsible for capturing additional incremental revenue through outbound sales efforts not reserved during the initial sales process.
Key Responsibilities
- Develop and implement strategies to drive activity revenue into need times/dates for ancillary revenue outlets
- Make outbound activity sales calls to offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options
- 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
- 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
Hotel Specific
- Review arrivals report, opt in report, and rate codes to identify guests for outbound sales efforts
- 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
Qualifications
Omni Hotels & Resorts is an equal opportunity employer. We are committed to creating a diverse and inclusive work environment that reflects the communities we serve. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.
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