Resort Experience Planner
US-NC-Asheville
Omni Hotels Management Corporation
Req #: 123817
Type: Grove Park Inn & Spa
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Overview: The Resort Experience Planner will be responsible for capturing additional incremental revenue through outbound sales efforts not reserved during the initial sales process. Responsibilities: * 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) * 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 * Achieve monthly revenue goals for the position as defined by the DORM and senior property leadership * 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 confirmation * Answer inbound calls; check voicemail/inbox and answer emails in a timely manner * Other duties as may be assigned by management * Review arrivals report, opt in report, and rate codes to identify guests for outbound sales efforts (i.e. upselling web reservations, LOS patterns, etc.) * 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: * Experience with sales is required. Hotel or resort experience highly preferred. * Previous hotel experience in a Reservations or Front Office environment is preferred. * Strong keyboard skills preferred. * Must be able to analyze situations and make decisions that meet and exceed the expectations of the hotel. * Ability to learn and master multiple software systems required. * Strong working knowledge of Microsoft Excel. * Must be organized with the ability to handle multiple tasks.
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