Guest Experience Planner

				Overview:

The Guest Experience Planner serves as the first point of personalized contact for guests prior to their arrival, ensuring a seamless and memorable stay. This role proactively connects with guests to introduce hotel services, amenities, and special offerings tailored to their preferences. By assisting with reservations, activities, and on-property experiences, the planner enhances guest satisfaction, drives loyalty, and increases revenue opportunities.

Responsibilities:

* Coordinate and proactively sell guest experiences and services prior to arrival
* Create and coordinate, prior to arrival, special packages that enhance the guest experience.
* Participate in the amenity process for guests celebrating special occasions, including arranging personalized touches and pre-arrival calls.
* Communicate guest information, preferences, and special requests promptly to the appropriate departments.
* Maintain thorough knowledge of all hotel services, amenities, and hours of operation to assist guests effectively.
* Maintain thorough knowledge of all pricing for items and activities on property. 
* Deliver personalized and memorable service by applying the Power of One philosophy.
* Maintain effective communication and strong working relationships with all hotel outlets and amenities, including Food & Beverage, Spa, Recreation, and others, to collaboratively handle guest needs and ensure seamless service
* Follow up on guest requests and arrangements to ensure satisfaction and service excellence.
* Recognize VIPs and repeat guests, noting preferences to deliver personalized future experiences.
* Regularly participate in lobby activations and welcoming large groups and arrivals
* Maintain thorough knowledge of all guest rooms, packages, and special offers.
* Effectively upsell guests to higher-tier rooms if applicable. 
* Actively encourage enrollment in loyalty program to enhance satisfaction and retention. 
* Maintain accurate records of all bookings for revenue tracking.
* Maintain ongoing communication with guests up until arrival to ensure all needs, preferences, and special requests are addressed.
* Handle and resolve any guest issues or concerns promptly to ensure a seamless and positive experience.
* Follow all Moment of Service protocols to ensure consistent, high-quality guest interactions.
* Follow all established procedures to ensure guest safety, security, and protection of personal information.
* Uphold proper phone etiquette, ensuring a professional, warm, and courteous tone at all times.
* Perform other duties and special projects as assigned by Front Office Management.

Qualifications:

QUALIFICATIONS:

* Minimum of 1 year of direct customer service experience required.
* Previous hotel front office or guest services experience is strongly preferred.
* Strong organizational skills with the ability to prioritize, multi-task, and adapt in a fast-paced environment.
* Ability to work well under pressure while handling multiple guest requests and questions in a professional manner.
* Customer service oriented with a strong desire to create personalized and memorable guest experiences.
* Ability to remain calm, professional, and welcoming in stressful situations.
* Excellent verbal and written communication skills in English, with the ability to interact effectively with guests, management, and colleagues in person and over the phone.
* Strong decision-making skills with the ability to think quickly and clearly.
* Ability to accurately and efficiently input information into computer systems.
* Ability to work cohesively and collaboratively with team members and across departments.
* Proficiency in basic computer applications; prior OPERA system experience is a plus.
* Must have flexibility to work a variety of shifts, weekends, and holidays.

ENVIRONMENT & POSITION ANALYSIS:

* Lift, carry and place objects weighing up to 50 lbs. without assistance. 
* Stand, walk or sit for an extended period or for an entire work shift.  
* Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.  

TOOLS & EQUIPMENT:

* Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, two-way radio dispatch.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. 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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