USA In Resort Representative

Virgin Atlantic • Orlando, FL

8d • Onsite

About The Position

As a Resort Representative, you’ll deliver exceptional, personalised service, both face-to-face and through digital channels to our guests across resorts in the USA & Canada. You’ll engage with customers from arrival through to departure, ensuring their holiday experience is seamless, enjoyable, and memorable. You’ll play a key role in driving our Net Promoter Score (NPS) by resolving issues efficiently and taking ownership to go the extra mile for our customers.

Requirements

• Proven customer service experience, ideally within hospitality, travel, or airlines.
• Strong communication skills with a professional and friendly approach.
• Ability to manage complaints calmly and effectively.
• High attention to detail and organisational skills.
• Confidence working independently in a fast-paced environment.
• Strong time management and ability to handle high volumes of work.
• Experience with Microsoft Office and CRM systems (e.g. Dynamics).
• Comfortable delivering both high-touch, in-person service and digital customer support, adapting to different customer needs.
• The right to live and work in the United States.

Nice To Haves

• Knowledge of Orlando / Florida resorts and attractions is desirable.

Responsibilities

• Welcome and connect with customers on arrival, creating a strong first impression.
• Build relationships with hotel front desk teams to enhance the guest experience.
• Provide tailored advice and recommendations to improve customers’ holidays.
• Deliver high-touch, in-person support while confidently engaging customers through digital channels where needed.
• Complete daily reporting and tracking in line with company policy.
• Deliver effective service recovery, focusing on first contact resolution.
• Manage complaints with empathy, speed, and a solution-focused mindset.
• Record all interactions accurately within CRM systems.
• Maintain clear communication with UK head office and internal teams.
• Support emergency procedures across the USA & Canada when required.
• Contribute ideas to improve customer experience and team performance.

Benefits

• Virgin offers comprehensive benefits packages to meet the needs and wellbeing of our employees and their families.
• For eligible U.S. based employees, our benefits include medical, dental and vision coverage for employees and eligible dependents, short- and long-term disability, holidays, paid personal time off, non-revenue travel privileges, 401(k), and much more.

What This Job Offers

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