Guest Experience Manager

The Omni Homestead Resort & Spa

Our employees are what make The Omni Homestead Resort & Spa what it is. Since 1766, they've helped us offer guests an opportunity to enjoy Southern hospitality at its best. Located in the Allegheny Mountains of Virginia, we are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings.

The Omni Homestead Resort & Spa's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Homestead Resort & Spa may be your perfect match.

To oversee all areas of operation related to Experience Planning to maximize the guest experience and generate ancillary revenue.

Essential Functions:

Oversee team of Experience Planners responsible for advanced reach out to all incoming guests in order of highest priority
• Monitor volume of calls and success of reach out relative to revenue generating expectations.
• Oversee onsite team of Experience Planners dedicated to direct guest contact separately from the advanced reach out team.
• Manage Resort Experience Planner Monthly Incentive Program and process accurate reporting to quantify revenues and resulting payouts for associates
• Work with Director of Revenue to identify monthly team goals
• Track success of sales efforts and revenue capture; share with appropriate personnel/management on an on-going basis
• Regularly meet with department leaders in the following areas:
• Front Office, Guest Services, Loyalty, Activities, Recreation, Spa, Golf
• Perform Manager on Duty responsibilities if operational needs require it.
• Attend all department leadership meetings
• Possess leadership skills relative to holding associates accountable to their daily job responsibilities
• Maintain schedule, payroll, and needed supplies
• Perform regular MOS audits and ATGT Meetings
• Provide direct training and evaluation of staff

Additional Functions:

• Manage special requests including but not limited to flowers, in-room amenities, and reservations for off property restaurants and activities.
• Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options
• Assist as a liaison with golf, spa, f&b, and all resort activity staff to arrange appointments, tee times, and reservations.
• Process activity confirmations and complete appropriate point of sale transactions for specific activities.
• Answer inbound calls; check voicemail/inbox and answer emails in a timely manner.
• 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:

• Attain a high propensity for customer service.
• Previous luxury hotel experience is preferred
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Knowledge of the surrounding area and nearby towns within 2 hours radius.
• Strong knowledge of Microsoft Office Software and computer programs (Opera, ResortSuite, Open Table, Alice, Synergy)

Physical Requirements:

• Ability to stand for entire scheduled shift.

Omni Hotels & Resorts is an equal opportunity employer. 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.