Wave Experience Manager

Lake Nona Wave Hotel•Orlando, FL

12d•Onsite

About The Position

The Guest Experience Manager is responsible for leading the Guest Relations team and overseeing the full guest journey at Lake Nona Wave Hotel, from pre-arrival through departure and post-stay follow-up. This role creates personalized, memorable, and seamless guest experiences while supporting VIP service, guest activities, local partnerships, service recovery, and Forbes-level hospitality standards.

Requirements

High school diploma or equivalent required; associate or bachelor’s degree preferred
Minimum of three years of experience in a hospitality-focused environment, with a strong background in supporting team members and guests (hospitality leadership experience preferred)
Experience in a Forbes Travel Guide, luxury hotel, lifestyle hotel, resort, or high-touch guest service environment strongly preferred.
Strong understanding of hospitality service standards, guest journey management, VIP service, guest recovery, and personalized guest engagement.
Ability to build and maintain strong relationships with vendors, local partners, guests, and internal departments.
Creative mindset with the ability to develop engaging guest activities, personalized experiences, special touches, and memorable service moments.
Strong written and verbal communication skills in English
Strong leadership, coaching, organizational, and problem-solving skills.
Sound judgment in evaluating situations and making thoughtful, well-informed decisions.
Flexible schedule required, including the ability to work mornings, evenings, weekends, holidays, and support Manager on Duty coverage based on business needs.
Ability to handle confidential guest information with discretion and professionalism, especially for VIPs, ownership stays, and high-profile guests.
Skilled in negotiation and consensus building
Proficiency with hotel systems, guest feedback platforms, Microsoft Word, Excel, Outlook, and related technology.
Highly organized with strong attention to detail
Technology-driven mindset, focused on enhancing processes through innovation

Responsibilities

Lead and oversee the guest journey from pre-arrival, arrival, in-house stay, departure, and post-departure follow-up.
Curate and personalize guest experiences based on guest preferences, special occasions, stay purpose, VIP status, and prior history.
Ensure all guest expectations, requests, and special arrangements are handled with professionalism, urgency, creativity, and care.
Coordinate with Front Office, Housekeeping, Food & Beverage, Engineering, Security, Valet, Reservations, and other departments to ensure guest readiness and seamless service delivery.
Conduct or oversee room inspections and arrival audits for VIP guests, high-profile guests, ownership stays, and special occasions to ensure quality and readiness.
Provide accurate information and thoughtful recommendations regarding the hotel, Lake Nona, Orlando, restaurants, wellness offerings, attractions, transportation, entertainment, and amenities.
Maintain strict confidentiality of all guest information, particularly VIP guests, high-profile clientele, and ownership-related stays.
Personally oversee high-profile VIPs, ownership stays, executive visits, brand representatives, repeat guests, and other sensitive guest experiences.
Create and maintain daily, weekly, monthly, seasonal, and holiday guest activity calendars that reflect the lifestyle, wellness, culinary, colorful, and innovative spirit of Wave Hotel.
Develop and maintain relationships with local businesses, restaurants, wellness providers, florists, transportation partners, cultural organizations, attractions, entertainment vendors, tourism partners, and community leaders.
Maintain an organized database of vendors, partners, pricing, contacts, service offerings, and booking procedures.
Assist in recruiting, onboarding, training, and retaining Guest Relations team members.
Lead, coach, train, and develop the Guest Relations team to deliver personalized, polished, and anticipatory service that aligns with Forbes standards.
Take ownership of guest concerns, service disruptions, and recovery opportunities to ensure timely and thoughtful resolution.
Manage and support Revinate guest feedback, comments, surveys, and service recovery follow-up.
Support lobby presence, arrival experience, guest engagement, line management, and operational flow during peak periods.
Cover Welcome Desk shifts and Manager on Duty responsibilities as needed.
Manage supplies, materials, amenities, and equipment needed for guest activities, VIP services, and experience programming.
Assimilate into the culture by understanding, supporting, and participating in all elements of service standards. Demonstrate a solid working knowledge of these standards.
Regular attendance, in accordance with the standards established by CoralTree Hospitality from time to time, is essential to the successful performance of this position. Guest Experience Manager is expected to carry out all reasonable requests from leadership. This role will also assist as an administrative support resource for the General Manager and Hotel Manager.