Guest Experience Manager

Westgate Resorts • Orlando, FL

1d

About The Position

The Guest Experience Manager is a leadership role responsible for exceptional customer satisfaction through management of front-of-house operations, resolution of guest issues, and analysis of feedback to improve service quality. The role aims to make each guest’s stay memorable from arrival through departure. The manager works with Operations to support a seamless arrival experience, uses guest feedback and analytics to identify opportunities, and helps achieve guest experience, loyalty, and financial goals. The role may include overseeing lobby greeters and customer service representatives.

Requirements

• Minimum of 1–3 years of experience in hospitality, concierge services, guest services, customer service, or a related field is preferred.
• Previous supervisory, leadership, scheduling, or team management experience is preferred.

Nice To Haves

• Experience working in a resort, hotel, vacation ownership, or sales-driven environment.
• Understanding of in-house sales processes.
• Working knowledge and experience with Medallia or a comparable guest/customer experience management program.

Responsibilities

• Interact professionally and courteously with guests, addressing questions and concerns.
• Partner with Operations to monitor occupancy forecasts and ensure a seamless arrival experience.
• Strategize and coordinate operations, processes, tools, and analytics to improve guest impact.
• Work toward high levels of guest satisfaction, efficiency, profitable income, and team member engagement.
• Address guest feedback and provide acceptable resolutions.
• Help achieve guest experience, loyalty, and business financial goals.
• Analyze guest feedback quantitatively and qualitatively using research and analytics methodologies.
• Develop concise reports that provide insights and recommend actions.
• Solicit feedback and interact with internal and external guests at the resort to drive loyalty and retention.
• Promote understanding of guest behavior, segmentation, and organizational opportunities.
• May oversee lobby greeters and customer service representatives.
• Welcome and greet arriving guests and assist with the resort check-in process.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage
• Paid vacation, sick, and personal time
• Paid holidays
• 401(k) with company match
• Daily Pay access to earnings
• Pregnancy, parental leave, and adoption assistance
• Wellness programs
• Flexible spending accounts
• Tuition assistance
• Military leave
• Employee Assistance Program
• Life, disability, accident, critical illness, and hospital insurance
• Pet insurance
• Discounts on hotels, cruises, resorts, restaurants, entertainment, and more
• Low-cost gym membership
• Scholarship opportunity for an eligible dependent of a current team member
• Career growth and advancement opportunities
• Community involvement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed