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About the Role

The Guest Experience Planner is the first point of contact for guests before 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, assisting with reservations, activities, and on-property experiences to enhance satisfaction, drive loyalty, and increase revenue.

Responsibilities

• Coordinate and proactively sell guest experiences and services prior to arrival.
• Create and coordinate special packages that enhance the guest experience prior to arrival.
• 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 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.

Requirements

• Minimum of 1 year of direct customer service experience required.
• Strong organizational skills with the ability to prioritize, multi-task, and adapt in a fast-paced environment.
• Ability to work well under pressure while handling multiple guest requests and questions in a professional manner.
• Customer service oriented with a strong desire to create personalized and memorable guest experiences.
• Ability to remain calm, professional, and welcoming in stressful situations.
• Excellent verbal and written communication skills in English, with the ability to interact effectively with guests, management, and colleagues in person and over the phone.
• Strong decision-making skills with the ability to think quickly and clearly.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively and collaboratively with team members and across departments.
• Must have flexibility to work a variety of shifts, weekends, and holidays.
• Lift, carry and place objects weighing up to 50 lbs. without assistance.
• Stand, walk or sit for an extended period or for an entire work shift.
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

Skills

• Proficiency in basic computer applications
• Prior OPERA system experience is a plus

Location

• Austin, Texas

Work Type

• Full-time

Experience Level

• 1+ year of customer service experience

About the Company

• Nestled in the scenic Texas Hill Country just minutes from downtown Austin, Omni Barton Creek Resort & Spa is a premier destination for luxury, leisure, and world-class hospitality.
• Our associates are the heart of our success — a dedicated, passionate team who bring to life the warmth, elegance, and service excellence that define the Omni brand.
• Joining our team means becoming part of a culture built on respect, gratitude, and empowerment.
• Here, every associate has the opportunity to grow through comprehensive training, mentorship, and career advancement within one of the hospitality industry’s most respected companies.
• From championship golf and award-winning dining to a rejuvenating spa and stunning natural surroundings, Omni Barton Creek offers an inspiring environment to work, learn, and thrive.
• If you are driven, personable, and passionate about creating exceptional guest experiences, you’ll find your perfect match at Omni Barton Creek Resort & Spa.

Equal Opportunity

• Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer.
• Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.
• 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.