Experience Planner | Full Time

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.