Guest Experience Planner

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.

• 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.

• 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.

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

Reservation Agent