Experience Planner/Concierge

Website Omni Mount Washington Resort

Experience Planner / Concierge

Mount Washington Hotel

As grand as the history behind it, the Omni Mount Washington Hotel, located in Bretton Woods, New Hampshire, is gracious in ambiance and generous in amenities. A favorite New England retreat of presidents, poets and celebrities, the hotel delights every sense with enchanting music, refined dining and luxurious décor.

Omni Mount Washington Resorts 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. The Omni Mount Washington Resort is committed to serve our associates and nurture their growth. We embody a culture of respect, gratitude and empowerment each day. If you are a friendly, motivated person, with a passion to serve others, the Omni Mount Washington Resort may be your perfect match.
Job Description
Join our team and earn a $500 sign-on bonus!

The Experience Planner/Concierge is responsible for capturing additional incremental revenue through outbound sales efforts not reserved during the initial sales process.
Responsibilities
Up-sell room types to maximize hotel average daily rate
Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation and dining food/beverage options.
Reserve golf tee times, spa appointments, dining reservations etc. in all activity applications.
Track success of sales efforts and revenue capture; share with appropriate personnel/management on an on-going basis.
To be thoroughly acquainted with all Select Guest member programs, promotions and benefits.
To deliver unique requests and anticipate guest needs based on past alerts.
To serve as the Ambassador for the Front of the House
Be familiar with reservations, rooms control and basic room inventory.
To be familiar with all hotel facilities.
To be familiar with the inter-relationship between the different departments.
Complete the shift checklist
Must have complete understanding of room type availability.
Understands and complete the Rooms Controller Checklist.
Must have complete understanding of blocking the house.
Exhibit familiarity with all of the food and beverage outlets on property
Demonstrate knowledge of the surrounding area
Anticipate and resolve guest complaints, escalating to Director of Front Office or appropriate Resort leaders when necessary
Manage Medallia Guest feedback and communication with Omni Guest Relations, facilitating communication with other departments if necessary
Maintain continuous liaison with Resort Management and the entire Rooms division, including Management, Reservations Desk, Hotel Front Desk and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations
Work closely with the Director of Front Office and Director of Housekeeping to maintain welcoming and friendly coverage, ensuring an outstanding total guest experience, from arrival to departure, communicating specifically regarding occupancy and events
Maintain cooperative relationships with leadership teams in all departments including Food and Beverage, Activities, Golf, Spa, Stables and Bretton Woods Ski Area to ensure consistent guest service throughout the resort
Tools and Equipment:

Computer and printer, telephone, pen/pencil, photo-copying machine, file folders, filing cabinet, facsimile machine
Systems: Opera (ORS & OPMS), Microsoft Office, ALICE, RTP, Spasoft, Kronos and Ultipro
Working Environment:

Interior of hotel, in normal office conditions.
Exterior of hotel with exposure to weather conditions.

Qualifications
High School Diploma or GED, Bachelor’s Degree preferred.
Familiarity with Hotel booking and concierge systems. Ability to learn Opera, Alice, RTP and Opentable.
Clear, concise written and verbal communication skills. Candidate must be comfortable speaking to guests and conducting meetings if required.
Possession of a strong attention to detail, in both the physical asset and administrative tasks
Capability to grow as the position evolves.
Must have a proven track record of exceeding goals to provide the highest quality experience for our guests.
Proven ability to engage Associates at all levels.
Demonstrated ability to work with other departmental leadership.
Must be passionate about providing warm, engaging and personalized service.
Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.
Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone.
Omni Hotels and Resorts is an Equal Opportunity Employer.

To apply for this job please visit externalhourly-omnihotels.icims.com.