Guest Experience Agent

Westgate Resorts•Orlando, FL

7d•Onsite

About The Position

As a Guest Experience Agent, you will act as an ambassador for Guest Services and the resort property, also controlling the overall work product of the Guest Services Department. You will directly participate in the evolution of the development and training of the Westgate Lakes Resort & Spa Guest Experience Team. You will maintain and pursue higher standards/procedures for ensuring optimal guest experience. You will utilize Medallia and Kipsu platforms to reach out to guests to help resolve issues and provide quick response to inquiries. You will interact with guests reflecting positively on the resort and the company. You will liaise with the rest of the resort departments to ensure delivery of high-quality service. You will have the empowerment to make decisions focused on providing the best service to our guest. You will be knowledgeable of room inventory and utilization for usage maximization. You will participate in hands-on coordination of all groups, rooming, billing, assignment, and arrival process. To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.

Requirements

Experience in the customer service or marketing preferably in the hospitality industry, 2+ years.
Excellent verbal and written communication skills.
Must have proficient computer and keyboard skills.
Ability to multi-task, frequently switching between or simultaneously performing functions of the front desk in order to meet the needs of our guests.
Be a self-starter/self-motivated.
Must be able to work flexible hours, including nights, weekends, and holidays.
Must be able to stand for an extended period of time.
Occasional carrying and lifting of items up to 15 pounds.
Required to pass a background check, drug test, and prove eligibility to work in the United States.

Responsibilities

Act as ambassador for Guest Services and the resort Property, also controls the overall work product of the Guest Services Department.
Directly participate in the evolution of the development and training of Westgate Lakes Resort & Spa Guest Experience Team.
Maintain and pursue higher standards/procedures for ensuring optimal guest experience.
Utilize Medallia and Kipsu platforms to reach out to guests to help resolve issues and provide quick response to inquiries.
Interact with guests reflecting positively on the resort and the company.
Liaise with the rest of the resort departments to ensure delivery of high-quality service.
Have the empowerment to make decisions focused on providing the best service to our guest.
Be knowledgeable of room inventory and utilization for usage maximization.
Participate in hands on coordination of all groups, rooming, billing, assignment, and arrival process.

Benefits

Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
Paid Time Off – Vacation, Sick, and Personal Time to Recharge
Paid Holidays
401(k) with Generous Company Match to Support Your Future
Daily Pay – Access Your Earnings When You Need Them
Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
Wellness Programs to Support Your Well-Being
Flexible Spending Accounts (FSA)
Tuition Assistance to Help You Grow Your Career
Military Leave
Employee Assistance Program (EAP) – Support When You Need It Most
Life, Disability, Accident, Critical Illness, and Hospital Insurance
Pet Insurance for Your Furry Family Members
Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
Low-Cost Gym Membership
NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact