Experience Planner

Hot Springs Full time Enjoy More Than Just a Job at The Omni Homestead Resort! When you join our team, you become part of a destination full of opportunities, experiences, and perks. Enjoy exclusive associate discounts on resort activities and experiences, special rates on overnight stays, and savings on food and beverages throughout the resort. Experience the best of The Omni Homestead while enjoying the benefits of being part of our team! Overview: This team member will go above and beyond guests expectations and provide assistance and services for guests in order to ensure pleasurable accommodations. 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 confirmations Answer inbound calls; check voicemail/inbox and answer emails in a timely manner 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 Other duties as may be assigned by management Qualifications: Previous luxury hotel experience is required. Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays. Ability to stand for the entire scheduled shift. Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed. Knowledge of the surrounding area and all of its attractions. Knowledge of Property Management Systems and related computer programs Strong knowledge of Microsoft Office Software. View job details