Guest Experience Agent

westgate resorts; Orlando, Northern (FL, KY); Hybrid; USD 19,000 - 28,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) with match

Daily Pay

Tuition assistance

Job summary

Westgate Lakes Resort & Spa is seeking a Guest Experience Agent to serve as the ambassador for Guest Services, oversee the guest experience, and ensure high-quality service across all resort departments. The role focuses on resolving guest inquiries and coordinating with hotel teams to maximize guest satisfaction.

The position requires hospitality experience, strong communication, and the ability to work flexible hours including nights, weekends, and holidays.

Qualifications

• 2+ years experience in customer service or marketing in hospitality.
• Excellent verbal and written communication.
• Proficient computer and keyboard skills.
• Ability to multi-task at the front desk to meet guest needs.
• Self-starter and highly motivated.
• Must work flexible hours incl. nights, weekends, holidays.
• Able to stand for extended periods.
• Background check, drug test, and eligibility to work in the United States.

Responsibilities

• Act as ambassador for Guest Services and the resort property, directing overall work quality.
• Participate in development and training of the Guest Experience Team.
• Maintain high standards/procedures to ensure optimal guest experience.
• Use Medallia and Kipsu to respond to guests and resolve issues.
• Interact with guests to reflect positively on the resort and company.
• Coordinate with other departments to ensure high-quality service.

Skills

Customer service

Communication

Computer skills

Multitasking

Self-motivated

Flexibility

Job description

Company Description

The beautiful lakefront Westgate Lakes Resort & Spa offers you the perfect opportunity to meet and share stories with guests who arrive from around the world to experience Central Florida’s world-famous theme parks and attractions. Enjoy the surroundings and excitement that our world-class resort offers when you join the Westgate Lakes team. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.

Job Description

As a Guest Experience Agent, you will:

• Actas ambassador for Guest Services and the resort Property, also controls the overall work product of the Guest Services Department.
• Directly participate in the evolution of the development and training of Westgate Lakes Resort & Spa Guest Experience Team.
• Maintain and pursue higher standards/procedures for ensuring optimal guest experience.
• Utilize Medallia and Kipsu platforms to reach out to guests to help resolve issues and provide quick response to inquiries.
• Interact with guests reflecting positively on the resort and the company.
• Liaise with the rest of the resort departments to ensure delivery of high-quality service.
• Have the empowerment to make decisions focused on providing the best service to our guest.
• Be knowledgeable of room inventory and utilization for usage maximization.
• Participate in hands on coordination of all groups, rooming, billing, assignment, and arrival process.

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.

Qualifications

• Experience in the customer service or marketing preferably in the hospitality industry, 2+years.
• Excellent verbal and written communication skills.
• Must have proficient computer and keyboard skills.
• Ability to multi-task, frequently switching between or simultaneously performing functions of the front desk in order to meet the needs of our guests.
• Be a self-starter/self-motivated.
• Must be able to work flexible hours, including nights, weekends, and holidays.
• Must be able to stand for an extended period of time.
• Occasional carrying and lifting of items up to 15 pounds.
• 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.

Additional Information

Why Westgate?

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – AccessYour Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts(FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship– Up to $40,000 for Team Members’ Dependents After 1 Year of Service
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [e-mail] with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.