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 Omni's 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 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.