Guest Experience Planner

Location

Fort Lauderdale Hotel

Opening in Fall 2025 Omni Fort Lauderdale will provide South Florida with 120000 square feet of event space new food and beverage options a Natural Spring inspired full-service spa and entertainment pedestrian plaza featuring high-end shopping amphitheater charter boat docking and beautiful promenade. The new iconic landmark offers unforgettable views of the Atlantic paired with unrivalled convenience and intelligently designed meeting spaces. The hotel will be directly connected to the Broward County Convention Center immediately adjacent to Port Everglades cruise terminal and less than two miles from Fort Lauderdale Airport.

Job Description

The Guest Experience Planner serves as the first point of personalized contact for guests prior to their arrival ensuring a seamless and memorable stay. This role proactively connects with guests to introduce hotel services amenities and special offerings tailored to their preferences. By assisting with reservations activities and on-property experiences the planner enhances guest satisfaction drives loyalty and increases revenue opportunities.

Responsibilities

• Coordinate and proactively sell guest experiences and services prior to arrival
• Create and coordinate prior to arrival special packages that enhance the guest experience.
• Participate in the amenity process for guests celebrating special occasions including arranging personalized touches and pre-arrival calls.
• Communicate guest information preferences and special requests promptly to the appropriate departments.
• Maintain thorough knowledge of all hotel services amenities and hours of operation to assist guests effectively.
• Maintain thorough knowledge of all pricing for items and activities on property.
• Deliver personalized and memorable service by applying the Power of One philosophy.
• Maintain effective communication and strong working relationships with all hotel outlets and amenities including Food & Beverage Spa Recreation and others to collaboratively handle guest needs and ensure seamless service
• Follow up on guest requests and arrangements to ensure satisfaction and service excellence.
• Recognize VIPs and repeat guests noting preferences to deliver personalized future experiences.
• Regularly participate in lobby activations and welcoming large groups and arrivals
• Maintain thorough knowledge of all guest rooms packages and special offers.
• Effectively upsell guests to higher-tier rooms if applicable.
• Actively encourage enrollment in loyalty program to enhance satisfaction and retention.
• Maintain accurate records of all bookings for revenue tracking.
• Maintain ongoing communication with guests up until arrival to ensure all needs preferences and special requests are addressed.
• Handle and resolve any guest issues or concerns promptly to ensure a seamless and positive experience.
• Follow all Moment of Service protocols to ensure consistent high-quality guest interactions.
• Follow all established procedures to ensure guest safety security and protection of personal information.
• Uphold proper phone etiquette ensuring a professional warm and courteous tone at all times.
• Perform other duties and special projects as assigned by Front Office Management.

Qualifications

QUALIFICATIONS :

ENVIRONMENT & POSITION ANALYSIS :

TOOLS & EQUIPMENT :

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 the OFCCPs 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 .

Key Skills

Bilingual,Linux Administration,Documentation,LNG,Entry Level Finance

Employment Type : Unclear

Experience : years

Vacancy : 1