Guest Experience Planner

Full-Time

Omni Amelia Island Resort & Spa

At Omni Amelia Island Resort & Spa guests can explore 3.5 miles of pristine beach and scenic marshlands while enjoying luxurious oceanfront accommodations, world-class resort pools, championship golf, full-service spa, endless dining options and family-friendly activities.

Omni Amelia Island Resort and 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 Amelia Island Resort & Spa may be your perfect match.

Responsible for capturing additional incremental revenue through outbound sales efforts not reserved during the initial sales process.

• Maintain thorough knowledge of the property, guest rooms, package offerings, and all resort amenities, including spa services, championship golf, dining outlets, recreational activities, and curated guest experiences.
• Conduct outbound sales calls to guests with upcoming reservations to promote room upgrades, experiential packages, spa, golf, recreation, and food and beverage offerings, as applicable.
• Customize recommendations based on guest preferences, length of stay, and travel purpose to enhance guest satisfaction and maximize ancillary revenue.
• Upsell room types and resort packages in alignment with established revenue strategies and brand standards.
• Collaborate with the Director of Revenue Management (DORM) and senior property leadership to support and execute ancillary revenue strategies during identified need periods.
• Achieve monthly revenue goals as established for the position.
• Consistently deliver Omnis Moments of Service (MOS) standards during all guest interactions.
• Reserve and manage tee times, spa appointments, dining reservations, recreational activities, and specialty experiences across all applicable systems.
• Track sales activity and revenue capture, sharing relevant insights with management and operational teams on an ongoing basis.
• Process activity confirmations, advance deposits, and billing for reservations when applicable, ensuring accuracy and compliance with procedures.
• Review arrival reports, rate codes, and length-of-stay patterns to identify guests for outbound sales and upsell opportunities.
• Respond to guest requests related to experience planning in a timely, professional, and service-oriented manner.
• Maintain detailed and accurate reservation notes to ensure consistency and service excellence across departments.
• Answer inbound calls, voicemail, and email correspondence promptly and professionally.
• Coordinate effectively with Spa, Golf, Food and Beverage, Concierge, Front Office, and other operational departments to ensure a seamless guest experience.
• Perform additional duties as assigned by management to support resort operations and revenue objectives.

• High school diploma or equivalent required
• Minimum of two (2) years of experience in hospitality sales, reservations, guest services, or revenue-focused roles, preferably within a full-service or resort environment.
• Demonstrated ability to generate revenue through consultative selling, upselling, and proactive guest engagement.
• Strong verbal and written communication skills with the ability to confidently interact with guests, leaders, and cross-functional teams.
• Customer-focused mindset with a genuine commitment to delivering elevated guest experiences.
• Ability to manage multiple priorities, meet deadlines, and maintain attention to detail in a fast-paced environment.
• Working knowledge of property management systems, reservation platforms, or similar booking systems; ability to learn new systems quickly.
• Strong organizational skills with the ability to maintain accurate records, detailed notes, and reservation documentation.
• Comfortable working both independently and collaboratively in a team-oriented environment.
• Flexible availability, including the ability to work weekends, holidays, and varied shifts based on resort operations.
• Prior experience supporting spa, golf, recreation, or food and beverage operations preferred.
• Familiarity with luxury or upscale service standards preferred but not required.
• Bilingual skills are a plus.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links:EEOC is the Law Posterand the following link is theOFCCP'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 toapplicationassistance@omnihotels.com.