Director of Guest Experience

Villatel•Orlando, FL

9d•Onsite

About The Position

Your day begins with a broader view than most — not one property, but the full scope of Villatel's guest experience across both our Marriott Bonvoy units and independent vacation rental portfolio — as you connect with team leads across operations, maintenance, and dispatch to align on priorities and get ahead of anything that could stand between a guest and an unforgettable stay. Throughout the morning, you're the steady, strategic presence your team relies on, whether that means exercising discretion on a complex booking, handling a guest escalation with calm confidence, or mentoring your managers to solve issues themselves, all while moving easily between the technology platforms unique to Marriott Bonvoy and those supporting our independent rentals. As the day continues, you shift into analysis — reviewing guest feedback trends, identifying where the team needs development, and preparing insights for executive leadership — turning every pattern you catch into a training opportunity or a process improvement that raises the bar resort-wide. By evening, you've touched every part of the guest journey without losing sight of the big picture, because at Villatel, exceptional experience starts with exceptional leadership.

Requirements

Minimum of 5-7 years of progressive leadership experience in a high-end hospitality environment, with a proven track record of managing and mentoring teams.
A background in managing guest experiences in both Marriott Bonvoy branded properties and independent short-term vacation rentals is highly preferred.
An unwavering passion for hospitality and a demonstrated commitment to exceeding guest expectations through personalized service and meticulous attention to detail across diverse property types.
Exceptional interpersonal and communication skills, with the ability to build rapport and influence and manage expectations for both guests and team members from various backgrounds.
Excellent verbal and written communication skills are essential, with the ability to interact professionally and effectively with guests, colleagues at all levels, and executive management.
Demonstrated ability to lead and empower a team to achieve strong problem-solving skills and the capacity to think strategically and act decisively to address complex guest inquiries or resolve critical issues in a timely and satisfactory manner for all guests.
Proven ability to work collaboratively and strategically with colleagues and across departments to achieve common organizational goals and ensure consistently high levels of guest satisfaction throughout the entire resort.
Meticulous attention to detail coupled with strong organizational skills and the resourcefulness to ensure accuracy in all aspects of guest service requests and resolutions for both Marriott Bonvoy and independent rental guests.
High School Diploma or equivalent required.

Nice To Haves

Associate or bachelor’s degree in hospitality management, business administration, or a related field is strongly preferred.

Responsibilities

Provide strong leadership and oversight to the Guest Experience team, ensuring consistent adherence to high service standards across both our Marriott Bonvoy and independent rental offerings.
Collaborate strategically with operations, maintenance, and dispatch teams to effectively fulfill complex guest requests, proactively resolve intricate issues, and guarantee a seamless and exceptional guest experience for all guests, regardless of their accommodation type.
Manage complex guest interactions, high-level requests, and sensitive bookings with precision, discretion, and a focus on exceeding expectations for both Marriott Bonvoy and independent rental guests.
Expertly utilize multiple technology applications across the Villatel Villas and Apartments by Marriott Bonvoy business operations, as well as any systems relevant to managing independent vacation rental guest experiences.
Empower team members to resolve guest issues quickly and effectively, providing guidance and mentorship to maintain a calm and confident demeanor under pressure across all property types.
Uphold and champion brand standards for both Villatel and Marriott Bonvoy, actively contributing to a culture characterized by excellence, trust, and accountability across the guest experience team.
Address guest inquiries, requests, and concerns promptly and with the highest level of courtesy and professionalism, whether in person, via phone, or through electronic communication channels, ensuring a consistent and positive experience for all guests.
Capture and critically analyze guest feedback data to continuously improve service standards and identify areas for team development across all segments of the resort.
Actively solicit feedback from guests regarding their stay in both our Marriott Bonvoy and independent rental properties, listen attentively to their concerns and suggestions, and effectively relay relevant information to executive management and appropriate departments for strategic action and team training.
Oversee the training and mentoring of Guest Experience team members, teaching best practices and ensuring consistent execution of their duties to vital standards for all types of accommodations within the resort.