Guest Experience Planner

3 weeks ago


Fernandina Beach, Florida, United States Omni Hotels Full time

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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