Overview The Omni Homestead Resort & Spa Our employees are what make The Omni Homestead Resort & Spa 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 Resort & 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 Homestead Resort & Spa may be your perfect match. Job Description To oversee all areas of operation related to Experience Planning to maximize the guest experience and generate ancillary revenue. Responsibilities Essential Functions: + Oversee team of Experience Planners responsible for advanced reach out to all incoming guests in order of highest priority + Monitor volume of calls and success of reach out relative to revenue generating expectations. + Oversee onsite team of Experience Planners dedicated to direct guest contact separately from the advanced reach out team. + Manage Resort Experience Planner Monthly Incentive Program and process accurate reporting to quantify revenues and resulting payouts for associates + Work with Director of Revenue to identify monthly team goals + Track success of sales efforts and revenue capture; share with appropriate personnel/management on an on-going basis + Regularly meet with department leaders in the following areas: + Front Office, Guest Services, Loyalty, Activities, Recreation, Spa, Golf + Perform Manager on Duty responsibilities if operational needs require it. + Attend all department leadership meetings + Possess leadership skills relative to holding associates accountable to their daily job responsibilities + Maintain schedule, payroll, and needed supplies + Perform regular MOS audits and ATGT Meetings + Provide direct training and evaluation of staff Additional Functions: + Manage special requests including but not limited to flowers, in-room amenities, and reservations for off property restaurants and activities. + Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options + 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 Qualifications 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 hours 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. Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster (https://www1.eeoc.gov/employers/poster.cfm) and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement (https://www.dol.gov/ofccp/pdf/pay-transp\_formattedESQA508c.pdf) 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 . Job LocationsUS-VA-Hot Springs Posted Date3 weeks ago(8/18/2025 3:10 PM) Requisition ID 2025-125976 # of Openings 1 Category (Portal Searching) Front Office Operations