New

Guest Experience Planner

Omni Hotels & Resorts
20-20

1950 Eisenhower Boulevard (Show on map)
Aug 24, 2026
Omni Fort Lauderdale Hotel The Omni Ft. Lauderdale Hotel is a 29-story hotel, located at 1950 Eisenhower Blvd, and connected directly to the Broward County Convention. The property offers 801 guest rooms and suites, multiple restaurants, a vibrant rooftop bar, a sprawling pool, spa, and fitness center. The hotel has over 120,000 square feet of indoor and outdoor meeting and event space, including a grand ballroom, junior ballroom, 25 breakout rooms and pre-function meeting space with waterfront views. JOB PURPOSE: 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. ESSENTIAL JOB FUNCTIONS: * 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. Reservation Agent Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: EEOC is the Law Poster. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. 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: applicationassistance@omnihotels.com.