Guest Experience Ambassador | Reservations

Location

Barton Creek Resort & Spa

 

 

Barton Creek Resort & Spa's success is due to its dedicated, intelligent and self-motivated family of associates who work together to maintain the company's trademark high standards. If you would like to be a part of an environment where teamwork is emphasized and individual excellence is encouraged then this is the place for you.

 

Omni Barton Creek Resort and 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 Barton Creek may be your perfect match.

Job Description

Omni Hotels & Resorts is seeking Guest Experience Ambassador for the beautiful new Barton Creek Resort & Spa! 

Ranked among the best resorts in Texas: Top 5 Resorts in the Southwest Conde Nast Traveler and Top 5 Resorts in Texas Travel + Leisure World's Best Awards 2024

 

 

The Guest Experience Ambassador will play a key role with making new room/activity reservations while also simultaneously enhancing the pre-arrival guest experience at Omni Barton Creek. This position is designed to provide anticipatory service to guests seeking to make reservations or those with existing bookings looking for a curated experience. The role will include serving as a reservation concierge, assisting guests with room, golf, spa, food & beverage, and other enriching reservations to ensure a seamless and enjoyable stay. The Ambassador will work to personalize every aspect of the guest’s visit, providing a tailored itinerary upon check-in. This proactive guest outreach is aimed at increasing room bookings and ancillary revenue, while also contributing to higher Overall Experience Medallia scores. The Guest Experience Ambassador will be responsible for understanding the fundamentals of revenue merchandising and applying that knowledge to the reservation sales process.

Responsibilities

 

• Ensure that all Forbes hospitality service standards are met in each call and consistently maintain a score of 90% or greater in Moments of Service.
• Answer guest calls within 3 rings and return voicemails/reply to guest emails within one business day of receipt.
• Take reservation calls from customers, Front Office, and OmniRez agents requesting on-property assistance or any other calls pertaining to room, golf, spa, tennis, activity, and F&B reservations and/or welcome amenities.
• Serve as the primary resort contact for Transient guests and assist them with planning and arranging all aspects of their stay.
• Input new room reservations into Opera and modify and/or cancel existing room reservations, as needed.
• Be the property expert with making room reservations in Opera while also being extremely knowledgeable of all packages, promotions and special events at the property.
• Be the property specialist with making activity related reservations (golf/spa/dining/ cabana/etc.) in ResortSuite and ResortPass with a very thorough knowledge of all booking systems used at the resort.
• Consistently upsell golf, spa, room types, dynamic packages, cabanas, and other ancillary revenue streams to maximize top line revenue.
• Generate reports on reservations made day prior and email or call to offer them Plus One assistance by pre-booking them their Spa, Golf and Dining reservations, and room upsells.
• Review reports on golf, spa, F&B, and resort credit add-on packages and outreach to offer assistance with activity bookings.
• Have consistent knowledge of hotel services (outlet hours of operation, golf course schedules, spa services, activities calendars, local attractions, etc.) and local and hotel events; communicate to guests via phone and/or email.
• Have thorough understanding of how to sell and upsell golf, spa, room types, dynamic packages, cabanas, F&B, etc. and have knowledge of pricing of all ancillary revenue areas.
• Prepare and maintain up-to-date guest itineraries and attach them to room reservations on day prior to arrival.  Deliver itineraries to the Front Desk the day prior to the guest arrival and create an alert on the guest reservation.
• Monitor BC.GuestExperience inbox & 3rd party message channels via extranet; respond within one business day.
• Create and maintain transient room blocks for 3-9 rooms and be the servicing manager for these blocks and Buddy Golf Groups.
• Handle all planning, trip itineraries, routing, deposits, room requests, amenities, etc. for transient room blocks of 3-9 rooms and Buddy Gol