Guest Relations Agent

Westgate Resorts•Orlando, FL

6d•Onsite

About The Position

As a Concierge, you will: Handle guest inquiries, concerns, and requests efficiently. Assign work orders to bell services to handle luggage deliveries, pickups, and room changes. Ensure timely response to guest requests, such as luggage assistance or package deliveries. Monitor bell staff locations and availability to optimize workflow. Communicate clearly with the team via radio, phone, or internal systems. Maintain an organized log of bell staff assignments and tasks. Coordinate with front desk and housekeeping for early check-ins, early check outs, room changes, and VIP arrivals. Oversee luggage storage and retrieval procedures, ensuring security and proper tagging. Manage transportation requests, including taxi or shuttle services. Ensure VIP guests receive priority service and personalized attention. Work closely with management to fulfill guest preferences and loyalty program benefits Act as a liaison between guests, bell staff, front desk, and other departments. Provide clear instructions to bell staff to maintain efficiency. Report maintenance issues lost and found items, or security concerns. Support a smooth workflow during peak check-in/check-out periods. Demonstrate a complete understanding of Westgate’s policies and procedures and service fundamentals and have full knowledge of the resort’s amenities and local events. Offer recommendations and arrange reservations for restaurants, attractions, transportation, and events. Offer consistently professional, friendly, warm and engaging service. Ensure guests are greeted appropriately upon arrival in a warm manner. Assist with special guest requests (e.g., flowers, gifts, special amenities). Ensure working area is cleaned and organized. Give clear and concise directions to guests. Be able to make informed communications to guests about the resort facilities and surrounding area. Act as a lobby ambassador to ensure guest satisfaction during check in and check out time.

Requirements

Must be able to stand for an extended period of time as 90-100% of the shift is standing.
Strong communication skills (verbal & written) for guest interactions and team coordination.
Multitasking & organizational abilities to assign bell staff efficiently while handling guest requests.
Problem-solving skills to address guest concerns or logistical challenges.
Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate.
Required to pass a background check, drug test, and prove eligibility to work in the United States
Valid Florida Driving Licenses: able to drive a golf cart vehicle, up to 15-passenger van with the passage following safety guidelines.

Responsibilities

Handle guest inquiries, concerns, and requests efficiently.
Assign work orders to bell services to handle luggage deliveries, pickups, and room changes.
Ensure timely response to guest requests, such as luggage assistance or package deliveries.
Monitor bell staff locations and availability to optimize workflow.
Communicate clearly with the team via radio, phone, or internal systems.
Maintain an organized log of bell staff assignments and tasks.
Coordinate with front desk and housekeeping for early check-ins, early check outs, room changes, and VIP arrivals.
Oversee luggage storage and retrieval procedures, ensuring security and proper tagging.
Manage transportation requests, including taxi or shuttle services.
Ensure VIP guests receive priority service and personalized attention.
Work closely with management to fulfill guest preferences and loyalty program benefits
Act as a liaison between guests, bell staff, front desk, and other departments.
Provide clear instructions to bell staff to maintain efficiency.
Report maintenance issues lost and found items, or security concerns.
Support a smooth workflow during peak check-in/check-out periods.
Demonstrate a complete understanding of Westgate’s policies and procedures and service fundamentals and have full knowledge of the resort’s amenities and local events.
Offer recommendations and arrange reservations for restaurants, attractions, transportation, and events.
Offer consistently professional, friendly, warm and engaging service.
Ensure guests are greeted appropriately upon arrival in a warm manner.
Assist with special guest requests (e.g., flowers, gifts, special amenities).
Ensure working area is cleaned and organized.
Give clear and concise directions to guests.
Be able to make informed communications to guests about the resort facilities and surrounding area.
Act as a lobby ambassador to ensure guest satisfaction during check in and check out time.

Benefits

Comprehensive health benefits – medical, dental and vision
Paid Time Off (PTO) – vacation, sick, and personal
Paid Holidays
401K with generous company match
Get access to your pay as you need it with our Daily Pay benefit
Family benefits including pregnancy, and parental leave and adoption assistance
Wellness Programs
Flexible Spending Accounts
Tuition Assistance
Military Leave
Employee Assistance Program (EAP)
Life, Disability, Accident, Critical Illness & Hospital Insurance
Pet Insurance
Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
Advancement & development opportunities
Community Involvement Programs