Guest Experience Leader – Elevate Stays & Loyalty

Westgate Resorts; Orlando (FL); On-site; USD 58,000 - 60,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) with match

Daily pay

Job summary

Westgate Resorts in Orlando, FL is seeking a Guest Experience Manager to lead front-of-house operations, resolve guest issues, and analyze feedback to improve service quality. The role ensures each guest has a memorable stay from arrival through departure.

You will partner with Operations to monitor occupancy, orchestrate processes, and drive guest loyalty with analytics and concise reporting. Hospitality leadership and Medallia experience are preferred.

Qualifications

• Minimum of 1-3 years of experience in hospitality, concierge services, guest services, customer service, or a related field preferred.
• Previous supervisory, leadership, scheduling, or team management experience preferred.
• Experience working in a resort, hotel, vacation ownership, or sales-driven environment is a plus.
• Understanding of in house sales processes preferred.
• Working knowledge and experience with Medallia or a comparable guest/customer experience management program preferred

Responsibilities

• Interact professionally and courteously with guests, addressing questions and concerns as needed.
• Partner with Operations to monitor occupancy forecasts and ensure a seamless arrival experience for guests.
• Strategize and orchestrate operations, processes, tools, and analytics to achieve maximum impact for our guests.
• Continually achieve high levels of guest satisfaction, efficiency, profitable income, and team member engagement.
• Address all guest feedback points and provides acceptable resolution.
• Accountable for the achievement of guest experience, loyalty, and business financial goals
• Conducts quantitative and qualitative analyses of guest feedback using leading practice research and analytics methodologies.
• Develop and produce concise reports with insights and recommends actions.
• Actively solicits feedback and interacts with internal and external guests personally within the resort to help drive loyalty and retention
• Champion an elevated understanding of guest behavior, segmentation and specific areas of opportunities across the organization
• May oversee lobby greeters and customer service representatives
• Welcome and greet guests upon arrival and assist with the resort check-in process.
• Other duties as assigned

Skills

Hospitality

Guest services

Supervisory

Leadership

Sales

Tools

Medallia

Job description

Westgate Resorts in Orlando, FL is seeking a Guest Experience Manager to lead front-of-house operations, resolve guest issues, and analyze feedback to improve service quality. The role ensures each guest has a memorable stay from arrival through departure.

You will partner with Operations to monitor occupancy, orchestrate processes, and drive guest loyalty with analytics and concise reporting. Hospitality leadership and Medallia experience are preferred.