Guest Experience Supervisor

The Omni Homestead Resort & Spa

Our employees are what make The Omni Homestead Resort & Spa what it is. Since 1766 theyve 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 & Spas 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.

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.

• 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

• 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:EEOC is the Law Posterand the following link is theOFCCPs 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.