Omni Hotels & Resorts
Guest Experience Supervisor
Omni Hotels & Resorts, Hot Springs, Virginia, United States, 24445
Location
The Omni Homestead Resort & SpaOur employees are what make The Omni Homestead Resort & Spa what it is. Since 1766, they’ve helped us offer guests an opportunity to enjoy Southern hospitality at its best. Located in the Allegheny Mountains of Virginia, we are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings.The Omni Homestead Resort & 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 Homestead Resort & Spa may be your perfect match.
Job Description As Guest Experience Supervisor you will oversee all areas of operation to bell staff and activities center operation. You will be responsible for the history tour, lobby greeter, and activities personnel directly. As Guest Experience Supervisor you will foster relationships between the Reservations, Food & Beverage, Spa and activity teams to ensure we are maximizing revenue, and ensuring bookings are made available based on guest requests.
Responsibilities
Oversee team of Experience Planners responsible for advanced reach out to all incoming guests in order of highest priority
Monitor volume of calls and success of reach out relative to revenue generating expectations.
Oversee onsite team of Experience Planners dedicated to direct guest contact separately from the advanced reach out team.
Manage Resort Experience Planner Monthly Incentive Program and process accurate reporting to quantify revenues and resulting payouts for associates
Work with Director of Revenue to identify monthly team goals
Track success of sales efforts and revenue capture; share with appropriate personnel/management on an on-going basis
Regularly meet with department leaders in the following areas:
Front Office, Guest Services, Loyalty, Activities, Recreation, Spa, Golf
Perform Manager on Duty responsibilities if operational needs require it.
Attend all department leadership meetings
Possess leadership skills relative to holding associates accountable to their daily job responsibilities
Maintain schedule, payroll, and needed supplies
Perform regular MOS audits and ATGT Meetings
Provide direct training and evaluation of staff
Manage special requests including but not limited to flowers, in-room amenities, and reservations for off property restaurants and activities.
Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options
Assist as a liaison with golf, spa, f&b, and all resort activity staff to arrange appointments, tee times, and reservations.
Process activity confirmations and complete appropriate point of sale transactions for specific activities.
Answer inbound calls; check voicemail/inbox and answer emails in a timely manner.
Respond to guest requests for Experience Planner services in a timely manner
Email relevant correspondence with appropriate departments
Make detailed reservation notes in reservation to ensure accuracy
Qualifications
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
Ability to accurately and efficiently input information into computer systems
Ability to work cohesively with co-workers both within and outside of your department
Ability to compute accurate mathematical calculations
Ability to think clearly, quickly and make concise decisions
Ability to prioritize, organize and follow up
Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
Previous Supervisorary exeperience (preferred)
Previous guest / customer service experience
Previous Resort experience (strongly preferred)
Previous guest relations training (preferred)
Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: and the following link is theIf 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 .
Omni Hotels & Resorts
#J-18808-Ljbffr
The Omni Homestead Resort & SpaOur employees are what make The Omni Homestead Resort & Spa what it is. Since 1766, they’ve helped us offer guests an opportunity to enjoy Southern hospitality at its best. Located in the Allegheny Mountains of Virginia, we are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings.The Omni Homestead Resort & 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 Homestead Resort & Spa may be your perfect match.
Job Description As Guest Experience Supervisor you will oversee all areas of operation to bell staff and activities center operation. You will be responsible for the history tour, lobby greeter, and activities personnel directly. As Guest Experience Supervisor you will foster relationships between the Reservations, Food & Beverage, Spa and activity teams to ensure we are maximizing revenue, and ensuring bookings are made available based on guest requests.
Responsibilities
Oversee team of Experience Planners responsible for advanced reach out to all incoming guests in order of highest priority
Monitor volume of calls and success of reach out relative to revenue generating expectations.
Oversee onsite team of Experience Planners dedicated to direct guest contact separately from the advanced reach out team.
Manage Resort Experience Planner Monthly Incentive Program and process accurate reporting to quantify revenues and resulting payouts for associates
Work with Director of Revenue to identify monthly team goals
Track success of sales efforts and revenue capture; share with appropriate personnel/management on an on-going basis
Regularly meet with department leaders in the following areas:
Front Office, Guest Services, Loyalty, Activities, Recreation, Spa, Golf
Perform Manager on Duty responsibilities if operational needs require it.
Attend all department leadership meetings
Possess leadership skills relative to holding associates accountable to their daily job responsibilities
Maintain schedule, payroll, and needed supplies
Perform regular MOS audits and ATGT Meetings
Provide direct training and evaluation of staff
Manage special requests including but not limited to flowers, in-room amenities, and reservations for off property restaurants and activities.
Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options
Assist as a liaison with golf, spa, f&b, and all resort activity staff to arrange appointments, tee times, and reservations.
Process activity confirmations and complete appropriate point of sale transactions for specific activities.
Answer inbound calls; check voicemail/inbox and answer emails in a timely manner.
Respond to guest requests for Experience Planner services in a timely manner
Email relevant correspondence with appropriate departments
Make detailed reservation notes in reservation to ensure accuracy
Qualifications
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
Ability to accurately and efficiently input information into computer systems
Ability to work cohesively with co-workers both within and outside of your department
Ability to compute accurate mathematical calculations
Ability to think clearly, quickly and make concise decisions
Ability to prioritize, organize and follow up
Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
Previous Supervisorary exeperience (preferred)
Previous guest / customer service experience
Previous Resort experience (strongly preferred)
Previous guest relations training (preferred)
Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: and the following link is theIf 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 .
Omni Hotels & Resorts
#J-18808-Ljbffr