Guest Recognition Manager

Orlando Informer•Orlando, FL

5d•$62,000 - $72,000•Remote

About The Position

Orlando Informer is reshaping what’s possible in theme-park hospitality. We create distinctive experiences and lifelong memories for families from around the world. We’re looking for an exceptionally thoughtful hospitality professional to lead how we recognize, understand, and celebrate our guests. Founded in 2011, Orlando Informer is a theme-park vacation-planning company that helps millions of people each year plan better visits to Orlando’s biggest destinations. Since 2015, our signature private events, the Orlando Informer Meetup, have given thousands of guests after-hours access and unique experiences at their favorite theme parks. Orlando Informer is also an authorized retailer of theme-park tickets and hotel stays. About the role The Guest Recognition Manager will own Orlando Informer’s guest-recognition program, establishing the strategy, standards, and practices that allow us to create deeply personal and memorable experiences. You’ll learn what matters to our guests, recognize meaningful occasions and relationships, and turn thoughtful ideas into moments that make people feel genuinely known. You’ll look beyond traditional customer service to find opportunities for emotional connection, transforming birthdays, anniversaries, first visits, family traditions, and even ordinary moments into lasting memories. This role requires curiosity, creativity, discretion, and exceptional emotional intelligence. You should naturally notice the details others miss, enjoy learning people’s stories, and feel energized by bringing thoughtful ideas to life. You’ll balance imagination with strong organization, sound judgment, budget stewardship, and disciplined execution. You’ll also build relationships through proactive outreach. By learning what prospective and returning guests hope to experience, you’ll recommend relevant Orlando Informer Meetup dates, tickets, and hotel options. These conversations should feel like a natural extension of our hospitality: personal, helpful, and centered on the guest. Orlando Informer is a small, nimble, remote-first company, so you’ll collaborate across the business and have meaningful ownership of how we establish a new standard for guest recognition in the theme-park industry.

Requirements

Four or more years of experience in luxury hospitality, guest relations, concierge services, customer experience, or another high-touch service environment.
Experience owning a guest-facing program, initiative, or area of responsibility.
Experience managing budgets, vendors, projects, or complex experience details.
A genuine fascination with people and a natural ability to make them feel comfortable, understood, and appreciated.
Exceptional emotional intelligence, empathy, discretion, and interpersonal judgment.
The creativity to imagine memorable experiences and the organizational ability to execute them successfully.
Excellent written and verbal communication skills.
Strong project-management skills and close attention to detail.
The ability to exercise independent judgment and make thoughtful decisions with limited direction.
The ability to manage multiple guest experiences, deadlines, and priorities simultaneously.
Confidence initiating conversations and building relationships with prospective and returning guests.
A consultative approach to recommending products that begins with listening and understanding.
Comfort handling personal guest information responsibly and confidentially.
The ability to remain composed, resourceful, and gracious when plans change.
A deep knowledge of and passion for Central Florida’s theme parks.
A high school diploma or GED.
Florida residency is required.

Nice To Haves

A degree in hospitality, event management, communications, marketing, or a related field is preferred.

Responsibilities

Own the guest-recognition program
Establish and continually refine Orlando Informer’s guest-recognition strategy, standards, and practices.
Develop a thoughtful, consistent approach to recognizing returning guests, important milestones, and meaningful occasions.
Build processes for identifying recognition opportunities and sharing relevant guest insights across teams.
Create scalable ways to deliver personalized hospitality as our community grows.
Establish appropriate guidelines for guest recognition, spending, privacy, documentation, and follow-up.
Define measures of success and evaluate the program’s effect on guest sentiment, loyalty, referrals, and repeat engagement.
Share program performance, guest insights, and recommendations with leadership.
Stay informed about developments in hospitality and guest-experience design, bringing relevant ideas to Orlando Informer.
Create personalized guest experiences
Build meaningful relationships with guests before, during, and after their Orlando Informer experiences.
Learn about guests’ preferences, interests, celebrations, traditions, and reasons for visiting.
Design and execute personalized moments that make guests feel individually known and valued.
Develop creative surprise-and-delight experiences, from small gestures to more elaborate moments.
Welcome and support returning guests and those celebrating special occasions.
Provide attentive, discreet service while respecting guest privacy and personal boundaries.
Recognize when a service concern presents an opportunity to restore trust and create a positive, lasting memory.
Ensure that every gesture feels personal and sincere rather than scripted or transactional.
Manage planning, partnerships, and execution
Own and responsibly manage an annual guest-recognition budget.
Determine how program funds should be allocated to create the greatest impact for guests.
Track spending, forecast needs, evaluate results, and keep initiatives within budget.
Identify, evaluate, and coordinate with partners to bring personalized experiences to life.
Negotiate pricing and service arrangements when appropriate.
Manage the details, timing, and execution of multiple guest-recognition initiatives simultaneously.
Maintain accurate guest preferences, interaction notes, and recognition histories.
Prepare guest-recognition plans and arrival information for Orlando Informer Meetup weekends.
Be present during OI Meetup weekends to welcome guests, oversee recognition efforts, and respond to opportunities in real time.
Collaborate across Orlando Informer
Partner with Guest Experience, Marketing & Sales, Engineering, and leadership to create cohesive guest experiences.
Equip team members to recognize opportunities and deliver thoughtful, personalized hospitality.
Help train seasonal employees on Orlando Informer’s guest-recognition philosophy, standards, and practices.
Share guest-recognition insights and best practices across the company.
Identify trends in guest feedback and use them to improve our experiences, products, and processes.
Recommend improvements to the systems and tools used to support guest recognition.
Serve as an internal advocate for the guest, ensuring their perspective informs relevant decisions.
Build guest relationships
Proactively connect with prospective and returning guests to learn about their vacation plans and what they hope to experience.
Recommend relevant Orlando Informer Meetup dates, theme-park admission products, and hotel options based on each guest’s needs.
Follow up thoughtfully with guests who have expressed interest in Orlando Informer offerings.
Build relationships that encourage repeat visits, referrals, and deeper engagement with Orlando Informer.
Contribute to outreach and sales goals while ensuring every interaction remains personal, helpful, and hospitality-led.