Guest Experience Planner

Fort Lauderdale Hotel

Opening in Fall 2025 Omni Fort Lauderdale will provide South Florida with 120000 square feet of event space new food and beverage options a Natural Spring inspired full-service spa and entertainment pedestrian plaza featuring high-end shopping amphitheater charter boat docking and beautiful promenade. The new iconic landmark offers unforgettable views of the Atlantic paired with unrivalled convenience and intelligently designed meeting spaces. The hotel will be directly connected to the Broward County Convention Center immediately adjacent to Port Everglades cruise terminal and less than two miles from Fort Lauderdale Airport.

The Guest Experience Planner serves as the first point of personalized contact for guests prior to their 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. By assisting with reservations activities and on-property experiences the planner enhances guest satisfaction drives loyalty and increases revenue opportunities.

• Coordinate and proactively sell guest experiences and services prior to arrival
• Create and coordinate prior to arrival special packages that enhance the guest experience.
• 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 including Food & Beverage Spa Recreation and others 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.

QUALIFICATIONS:

• Minimum of 1 year of direct customer service experience required.
• Previous hotel front office or guest services experience is strongly preferred.
• 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.
• Proficiency in basic computer applications; prior OPERA system experience is a plus.
• Must have flexibility to work a variety of shifts weekends and holidays.

ENVIRONMENT & POSITION ANALYSIS:

• 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.

TOOLS & EQUIPMENT:

• Desktop computer (Opera Alice SALTO Synergy Windows Microsoft Office) printer telephone copier fax machine two-way radio dispatch.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. 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.