Concierge / Experience Planner PT
US-VA-Hot Springs
Omni Hotels Management Corporation
Req #: 125930
Type: Homestead Resort & Spa
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Overview: To provide assistance and services to guests related to activity bookings to ensure an optimal guest experience that is pleasurable and informative while generating ancillary revenue Responsibilities: Essential Functions: * Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort. * Maintain high standards of personal appearance and grooming, which include wearing the proper attire/uniform and name tag when working. * Assist in arranging all transportation needs with both 3rd party transportation companies and resort transportation department. * Assist with the delivery of parcels, mail, special deliveries, etc. to guest rooms when applicable. * Ensure that the public areas (lobby) are maintained, clean and tidy and communicate with housekeeping when further assistance is required * Interact with other departments to ensure that guests' needs are satisfied. * Speak with guests in a friendly, warm manner making them feel welcome to the hotel. * Proactively work to seek out ways in which to improve the hotel experience for our guests. * Handle special requests including but not limited to flowers, in-room amenities, and reservations for off property restaurants and activities. * 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) * Assist as a liaison with golf, spa, f&b, and all resort activity staff to arrange appointments, tee times, and reservations. * Process activity confirmations and complete appropriate point of sale transactions for specific activities. * Answer inbound calls; check voicemail/inbox and answer emails in a timely manner * 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 * Other duties as may be assigned by management Qualifications: * Attain a high propensity for customer service. * Previous luxury hotel experience is preferred * Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays. * Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed. * Knowledge of the surrounding area and nearby towns within 2 hour radius. * Strong knowledge of Microsoft Office Software and computer programs (Opera, ResortSuite, Open Table, Alice, Synergy) Physical Requirements: * Ability to stand for entire scheduled shift. Tools and Equipment: * Computer, printer, telephone, pen/pencil, photo-copying machine, file folders, filing cabinet, fax 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:EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 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 applicationassistance@omnihotels.com.
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