Experience Planner

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.