Guest Recognition Manager

Jobtailor; Orlando (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Orlando Informer is seeking a strategic Guest Recognition Lead to design and refine our guest-recognition program for Orlando visitors and meetup events. You will craft personalized hospitality moments, guide cross-team execution, and build scalable processes that enhance guest loyalty.

Responsibilities include managing recognition budgets, tracking outcomes, and partnering with Marketing, Sales, Engineering, and leadership to deliver memorable experiences during Meetup weekends and beyond.

Qualifications

• Four+ years in luxury hospitality, guest relations, or high-touch service.
• Experience owning a guest-facing program or initiative.
• Experience managing budgets, vendors, and projects.
• Exceptional emotional intelligence and discretion.
• Creative ability to design memorable experiences.
• Excellent written and verbal communication skills.
• Strong project-management skills and attention to detail.
• Ability to manage multiple guest experiences and deadlines.

Responsibilities

• Establish and refine guest-recognition strategy and standards.
• Develop approaches for recognizing returning guests and milestones.
• Build processes to identify opportunities and share insights across teams.
• Create scalable hospitality practices as the community grows.
• Define guidelines for recognition spending, privacy, and follow-up.
• Measure success and assess impact on guest sentiment and loyalty.
• Share performance insights with leadership and stakeholders.
• Partner with internal teams to execute recognition during Meetup weekends.

Skills

Luxury hospitality

Guest relations

Budget management

Project management

Emotional intelligence

Communication

Attention to detail

Relationship building

Event planning

Vendor management

Education

High School Diploma or GED

Degree in Hospitality or Related Field

Job description

• Establish and continually refine Orlando Informer’s guest-recognition strategy, standards, and practices
• Develop consistent approaches for recognizing returning guests, milestones, and meaningful occasions
• Build processes for identifying recognition opportunities and sharing guest insights across teams
• Create scalable personalized hospitality practices as the community grows
• Establish guidelines for recognition spending, privacy, documentation, and follow-up
• Define success measures and evaluate effects on guest sentiment, loyalty, referrals, and repeat engagement
• Share program performance, guest insights, and recommendations with leadership
• Stay informed about hospitality and guest-experience design developments
• Build meaningful relationships with guests before, during, and after their experiences
• Learn guests’ preferences, interests, celebrations, traditions, and reasons for visiting
• Design and execute personalized moments and surprise-and-delight experiences
• Welcome and support returning guests and guests celebrating special occasions
• Provide attentive, discreet service while respecting privacy and personal boundaries
• Restore trust when service concerns present guest-experience opportunities
• Own and manage the annual guest-recognition budget
• Allocate funds, track spending, forecast needs, evaluate results, and maintain budget discipline
• Identify, evaluate, and coordinate with partners and negotiate pricing when appropriate
• Manage timing and execution of multiple recognition initiatives
• Maintain guest preferences, interaction notes, and recognition histories
• Prepare recognition plans and arrival information for Orlando Informer Meetup weekends
• Attend OI Meetup weekends to welcome guests, oversee recognition efforts, and respond in real time
• Partner with Guest Experience, Marketing & Sales, Engineering, and leadership
• Equip and train team members and seasonal employees on guest-recognition practices
• Share insights and best practices across the company
• Identify trends in guest feedback and improve experiences, products, and processes
• Recommend improvements to systems and tools supporting guest recognition
• Advocate internally for guest perspectives
• Proactively connect with prospective and returning guests about vacation plans
• Recommend relevant Meetup dates, theme-park admission products, and hotel options
• Follow up with interested guests and build relationships that encourage repeat visits, referrals, and engagement
• Contribute to outreach and sales goals while maintaining a personal, hospitality-led approach

Requirements

• Four or more years of experience in luxury hospitality, guest relations, concierge services, customer experience, or another high-touch service environment
• Experience owning a guest-facing program, initiative, or area of responsibility
• Experience managing budgets, vendors, projects, or complex experience details
• Exceptional emotional intelligence, empathy, discretion, and interpersonal judgment
• Creativity to imagine memorable experiences and organizational ability to execute them
• Excellent written and verbal communication skills
• Strong project-management skills and close attention to detail
• Ability to exercise independent judgment and make thoughtful decisions with limited direction
• Ability to manage multiple guest experiences, deadlines, and priorities simultaneously
• Confidence initiating conversations and building relationships with prospective and returning guests
• Consultative approach to recommending products based on listening and understanding
• Ability to handle personal guest information responsibly and confidentially
• Ability to remain composed, resourceful, and gracious when plans change
• Deep knowledge of and passion for Central Florida’s theme parks
• High school diploma or GED required
• Degree in hospitality, event management, communications, marketing, or a related field preferred
• Florida residency required
• Occasional evening work (15–20 nights per year) may be necessary
• Full, in-person availability required during Orlando Informer Meetup weekends
• All-day availability required for the announced 2026 OI Meetup dates: November 13–14; December 3–5, 10–12, and 16–18

Core Competencies

Demonstrates expertise in luxury hospitality and guest relations, with a strong focus on personalized guest experiences and relationship building. Proficient in budget management, project execution, and leveraging guest insights to enhance service delivery.

Highest-signal resume keywords

• Luxury Hospitality Experience
• Guest Relations Management
• Budget Management
• Project Management
• Emotional Intelligence

ATS Optimization Keywords

Hard Skills

• Guest Recognition Strategy
• Event Management
• Data Analysis
• Budget Tracking
• Process Development

Soft Skills

• Interpersonal Judgment
• Creativity
• Communication Skills
• Empathy
• Attention to Detail

Certifications & Qualifications

• High School Diploma or GED
• Degree in Hospitality or Related Field

Industry Keywords

• Guest Experience Design
• Theme Parks
• Customer Experience
• Concierge Services
• High-Touch Service Environment