THE MODERN HOME OF AMERICAN GOLF
Discover The Modern Home of Golf at our Frisco resort & spa.
At the heart of modern golf culture, Omni PGA Frisco Resort & Spa delights from tee time to cocktail hour. Stay in one of our 500 thoughtfully-appointed hotel rooms and suites or one of 10 exclusive ranch houses. Tee off on two 18-hole championship courses at Fields Ranch, designed by acclaimed golf course architects Gil Hanse and Beau Welling. Practice on a 2-acre putting course, continue after dark at The Swing, a lighted 10-hole, par-3 short course, and find more fun off the fairway at the Monument Realty PGA District nearby. Balance your golf getaway at our resort in Frisco, TX with four on-site pools, including an adults-only rooftop infinity pool. You can also book rejuvenating treatments at Mokara Spa and indulge in inventive fare at 13 dining destinations. Whether you’re planning your next golf trip or a once-in-a-lifetime family vacation, you’ll always remember your stay at Omni PGA Frisco Resort & Spa.
Job Description
The Guest Experience Planner will be responsible for enhancing the Omni PGA Frisco pre-arrival experience. They will offer an anticipatory service to guests looking to make a reservation or with an existing reservation looking to have a curated experience. The job duties will include being a reservation concierge who will assist guests with making room, golf, spa, and food & beverage and other experience enriching reservations to facilitate a seamless fun filled stay. This guest outreach is also anticipated to help increase room and ancillary revenue streams. Guest Experience Agents will be responsible for understanding the basic tenets of revenue merchandising and with integrating that knowledge into the reservation sales process.
Competitive Pay Rate plus commission potential!
ResponsibilitiesEnsure that all Moments of Service standards are metTake reservation calls from customers and OmniRez agents requesting on-property assistance or any other calls pertaining to room, golf, spa, tennis, and F&B reservationsAnswer guest calls within 3 rings and return voice messages/reply to guest emails within 24 hours of receiptInput new room reservations into Opera and modify and/or cancel existing room reservations, as neededBe an expert with making room reservations in Opera. Be extremely knowledgeable on all promotions and special events at the property. Be an expert with making activity related reservations (golf/spa/dinner/ cabana/etc.) reservations in ResortSuiteContact guests with existing reservations to offer them PlusOne assistance by pre-booking them their Spa, Golf and Dining reservationsHave consistent knowledge of hotel services (outlet hours of operation, golf course maintenance schedule, spa services, activities calendar, local attractions, local events etc.) and events; communicate to guests via phone and/or emailHave thorough understanding of how to sell golf, spa, cabanas, etc. and have knowledge of pricing of all ancillary revenue areasSend outbound emails to Transient reservations on the books offering room upgrades and ancillary upsells as directed by managementMonitor BC Reservations mailbox & 3rd party channels via extranet; respond within 24 business hoursAssist Front Desk with reservations inquiries, billing questions, room assignments, etc.Create and maintain transient room blocks and be the servicing manager on golf room blocks (such as transient golf groups)Handle all billing, room requests, amenities, etc. are for transient room blocksAssist with 3rd party/wholesale, ESP, and travel agent reservation inquiriesDetail reservations with notes/comments to maintain proper communication with the Front Desk and to ensure guest satisfactionUpsell reservations to standard or dynamic packages and upper room typesProvide feedback to management on selling opportunities, activities, promotions, etc. Qualifications Previous hotel reservations and/or Front Desk experience is preferredKnowledge of Opera and FDC is idealHigh school diploma or equivalentMust be proficient in Excel, Outlook and other general computer skillsMust be able to communicate effectively with internal and external guestsMust be able to work Monday- Saturday with the occasional holiday weekend
Working Environment:
Interior of hotel, in normal office conditions.
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
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