Guest Experience Leader - Resort Front Desk

Westgate Resorts; Orlando (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Paid holidays

401(k) with company match

Daily pay

Tuition assistance

Military leave

EAP

Life insurance

Pet insurance

Loyalty program

Gym membership

David A. Siegel Legacy Scholarship

Career growth

Community involvement

Job summary

Westgate Lakes Resort & Spa in Orlando is seeking a Guest Experience Manager to lead front-of-house operations and ensure exceptional guest satisfaction from arrival to departure.

You will collaborate with Operations to optimize occupancy, analyze feedback, and drive loyalty and financial results while mentoring a guest services team. This role offers growth within a renowned resort company.

Qualifications

• Minimum 1–3 years in hospitality or guest services.
• Previous supervisory or team-lead experience preferred.
• Experience in resort, hotel, or sales-driven environments is a plus.
• Familiarity with guest feedback programs is a plus.

Responsibilities

• Interact professionally with guests and address questions or concerns.
• Partner with Operations to monitor occupancy and smooth arrivals.
• Strategize operations, processes, tools, and analytics to enhance guest experiences.
• Aim for high guest satisfaction, efficiency, and staff engagement.
• Address feedback and provide resolutions.
• Help achieve guest experience, loyalty, and financial goals.
• Analyze guest feedback using qualitative and quantitative methods.
• Develop concise reports with insights and action recommendations.
• Solicit feedback and engage with guests to drive loyalty.
• Understand guest behavior and opportunities across the organization.
• Oversee lobby greeters or guest services staff.
• Welcome guests on arrival and assist with check-in.
• Handle other duties as assigned.

Skills

Hospitality experience

Guest service excellence

Leadership

Communication skills

Problem solving

Job description

Westgate Lakes Resort & Spa in Orlando is seeking a Guest Experience Manager to lead front-of-house operations and ensure exceptional guest satisfaction from arrival to departure.

You will collaborate with Operations to optimize occupancy, analyze feedback, and drive loyalty and financial results while mentoring a guest services team. This role offers growth within a renowned resort company.