Concierge / Experience Planner

The Homestead

Our employees are what make The Omni Homestead what it is. Since 1766, they've 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'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 Homestead may be your perfect match.

To provide assistance and services to guests related to activity bookings to ensure an optimal guest experience that is pleasurable and informative while generating ancillary revenue

Essential Functions:

Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.

• Maintain high standards of personal appearance and grooming, which include wearing the proper attire/uniform and name tag when working.

• Assist in arranging all transportation needs with both 3rd party transportation companies and resort transportation department.

• Assist with the delivery of parcels, mail, special deliveries, etc. to guest rooms when applicable.

• Ensure that the public areas (lobby) are maintained, clean and tidy and communicate with housekeeping when further assistance is required

• Interact with other departments to ensure that guests' needs are satisfied.

• Speak with guests in a friendly, warm manner making them feel welcome to the hotel.

• Proactively work to seek out ways in which to improve the hotel experience for our guests.

• Handle special requests including but not limited to flowers, in-room amenities, and reservations for off property restaurants and activities.

• Must have thorough knowledge of the property, guestrooms, package options, and amenities of the property

• Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options (when applicable)

• 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

• Other duties as may be assigned by management

Qualifications:

• Attain a high propensity for customer service.
• Previous luxury hotel experience is preferred
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Knowledge of the surrounding area and nearby towns within 2 hour radius.
• Strong knowledge of Microsoft Office Software and computer programs (Opera, ResortSuite, Open Table, Alice, Synergy)

Physical Requirements:

• Ability to stand for entire scheduled shift.

Tools and Equipment:

• Computer, printer, telephone, pen/pencil, photo-copying machine, file folders, filing cabinet, fax machine

Working Environment:

• Interior of hotel, in normal office conditions.