Director of Guest Services

Evermore Orlando Resort • Lake Buena Vista, FL

2d • Onsite

About The Position

Evermore Orlando Resort is redefining the Orlando vacation experience. Spanning 1,100 acres, it offers a unique blend of upscale vacation homes, flats, and villas alongside the luxurious Conrad hotel. The resort features extensive amenities including an eight-acre lagoon with advanced water systems, two championship golf courses, numerous pools, water sports facilities, pickleball courts, event spaces, and dining venues. This role is for a trailblazer who will help reimagine the vacation experience for each guest, offering them the space of a vacation home with the services of a world-class resort. The resort seeks individuals excited to help guests reimagine their Orlando vacation and become part of an energetic team bringing Evermore Orlando Resort to life.

Requirements

• College degree in Hospitality Management and/or equivalent work experience
• 5+ years of experience in luxury resort and/or hotel in guest service operations
• 3-5+ years of guest service operations management experience
• Strong financial management skills, able to read and understand financials and budgets
• Knowledge of resort property management systems
• Proficient in standard computer programs including Google Sheet, Google Docs, PMS systems.
• Excellent communication and interpersonal skills; ability to interact with a wide range of people
• Outstanding organizational and problem-solving skills
• Ability to create an inclusive environment with your team, one built on caring, trust, integrity and gratitude
• Self-starter that can work independently with minimal supervision
• Ability to multi-task in a fast-paced environment
• Inspired to always lead Evermore brand and team member values
• Capable of working scheduled hours, including weekdays, weekends, days, nights, and holidays
• Capable of performing role in a busy work environment
• Demonstrated ability to develop and implement policies and procedures that enhance guest experience and satisfaction
• Proficient in reading safety procedures and operating guidelines/instructions in English
• Knowledge of relevant regulations and policies related to guest services and hospitality management
• Must have a valid driver’s license with an acceptable driving record

Nice To Haves

• AI proficiency in Claude and Gemini preferred

Responsibilities

• Develop and implement guest service policies and procedures that align with the resort's overall mission and values.
• Lead and manage team members’ functions, including coaching, counseling, recognition, and performance.
• Provide specific direction and expectations to the management team.
• Be a visible leader in the operation, taking time to review operations and interact with guests and team members.
• Manage staffing and training in conjunction with human resources, including hiring and training.
• Ensure guest service standards are upheld and monitor metrics, trends, and feedback.
• Develop and manage budgets for the guest service department, ensuring that all expenses are within approved limits.
• Develop and adhere to the annual budget, including labor and expenses.
• Develop and maintain collaborative relationships with other department leaders and peers to ensure a seamless guest experience.
• Develop and implement strategies to enhance the guest experience, including VIP services, special packages, and other amenities.
• Ensure that guest complaints and concerns are addressed promptly and resolved to the guest's satisfaction.
• Oversee and reply to guest feedback through our Guest Satisfaction platform, Revinate. Ensure surveys and reviews are replied to promptly and accurately.
• Monitor and evaluate guest feedback and satisfaction metrics, and implement changes as needed.
• Provide excellent customer service to guests, answering questions, addressing concerns, and providing assistance as needed.
• Ensure compliance with all relevant regulations and policies, including health and safety regulations, and privacy policies.
• Ensure operations run efficiently daily while managing long term project planning.
• Stay up to date on guest services in the resort industry for benchmarking and new ideas.
• Perform other duties as assigned.

Benefits

• FREE Life Insurance
• FREE Short-Term Disability
• FREE Long-Term Disability
• Affordable health benefits, including Medical, Dental, and Vision coverage for your dependents
• 401K with employer match
• Robust paid time off policy
• Parental and grandparent leave
• Family and pet bereavement leave

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree