Guest Experience Specialist

Villatel • Orlando, FL

8d • Onsite

About The Position

As a Guest Experience Specialist, you're the heartbeat of the guest journey — from the first "hello" before arrival, to the warm welcome at check-in, all the way through to a fond farewell at check-out. You'll wear the Welcome Ambassador hat, handle calls for both our Apartments by Marriott Bonvoy and our Villa guests, and be the person guests turn to when they need a dinner recommendation, a maintenance fix, or just someone who genuinely cares about their stay.

Requirements

• High school diploma or equivalent
• A genuine love for hospitality and a drive to exceed expectations at every turn
• Experience in customer service or hospitality, with a track record of creating memorable experiences
• Strong communication skills — you know how to connect with guests, colleagues, and leadership alike
• Sharp problem-solving instincts and the ability to think on your feet
• A collaborative spirit — you thrive working across departments toward one shared goal
• An eye for detail and the resourcefulness to get every guest request right
• Flexibility to work evenings, weekends, and holidays as the resort's rhythm demands

Nice To Haves

• Associate's or Bachelor's in Hospitality Management, Business Administration, or related field

Responsibilities

• Guiding guests through check-in and check-out, and answering questions about resort amenities and services
• Playing local expert — recommending restaurants, attractions, and activities, and arranging reservations or transportation
• Responding to guest questions, requests, and concerns quickly and warmly, whether that's in person, by phone, or online
• Teaming up with operations, maintenance, and dispatch to get guest requests handled and issues resolved without a hitch
• Working closely with dispatch to relay guest needs, prioritize what matters most, and keep resources moving efficiently
• Listening to guest feedback — the good and the constructive — and passing it along to the right teams so we keep getting better
• Keeping the administrative side running smoothly: guest paperwork, payment processing, and accurate records of every interaction

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED