Guest Experience Manager
US-VA-Hot Springs
Omni Hotels Management Corporation
Req #: 125976
Type: Homestead Resort & Spa
|
|||||||||||||
|
|||||||||||||
Overview: To oversee all areas of operation related to Experience Planning to maximize the guest experience and generate ancillary revenue. Responsibilities: Essential Functions: * Oversee team of Experience Planners responsible for advanced reach out to all incoming guests in order of highest priority * Monitor volume of calls and success of reach out relative to revenue generating expectations. * Oversee onsite team of Experience Planners dedicated to direct guest contact separately from the advanced reach out team. * Manage Resort Experience Planner Monthly Incentive Program and process accurate reporting to quantify revenues and resulting payouts for associates * Work with Director of Revenue to identify monthly team goals * Track success of sales efforts and revenue capture; share with appropriate personnel/management on an on-going basis * Regularly meet with department leaders in the following areas: * Front Office, Guest Services, Loyalty, Activities, Recreation, Spa, Golf * Perform Manager on Duty responsibilities if operational needs require it. * Attend all department leadership meetings * Possess leadership skills relative to holding associates accountable to their daily job responsibilities * Maintain schedule, payroll, and needed supplies * Perform regular MOS audits and ATGT Meetings * Provide direct training and evaluation of staff Additional Functions: * Manage special requests including but not limited to flowers, in-room amenities, and reservations for off property restaurants and activities. * Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options * 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 Qualifications: 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 hours 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. 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.
Share this job:
