Omni Hotels & Resorts
Guest Experience Supervisor
Omni Hotels & Resorts, Hot Springs, Virginia, United States, 24445
Location
BLocation:The Omni Homestead Resort & Spa located in the Allegheny Mountains of Virginia, the resort offers four‑season dining, championship golf, spa, winter sports and family‑friendly activities. The Omni Homestead Resort & Spa’s associates enjoy a dynamic work environment, comprehensive training and a culture of respect, gratitude and empowerment. Job Description
As Guest Experience Supervisor you will oversee all areas of operation, including bell staff and activities center operation. You will manage the history tour, lobby greeter and activities personnel, fostering relationships among Reservations, Food & Beverage, Spa and activity teams to maximize revenue and ensure bookings are 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 ongoing basis Regularly meet with department leaders in 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 supervisory experience (preferred) Previous guest / customer service experience Previous resort experience (strongly preferred) Previous guest relations training (preferred) Equal Opportunity
Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available. Contact
Omni Hotels & Resorts
#J-18808-Ljbffr
BLocation:The Omni Homestead Resort & Spa located in the Allegheny Mountains of Virginia, the resort offers four‑season dining, championship golf, spa, winter sports and family‑friendly activities. The Omni Homestead Resort & Spa’s associates enjoy a dynamic work environment, comprehensive training and a culture of respect, gratitude and empowerment. Job Description
As Guest Experience Supervisor you will oversee all areas of operation, including bell staff and activities center operation. You will manage the history tour, lobby greeter and activities personnel, fostering relationships among Reservations, Food & Beverage, Spa and activity teams to maximize revenue and ensure bookings are 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 ongoing basis Regularly meet with department leaders in 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 supervisory experience (preferred) Previous guest / customer service experience Previous resort experience (strongly preferred) Previous guest relations training (preferred) Equal Opportunity
Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available. Contact
Omni Hotels & Resorts
#J-18808-Ljbffr