Luxury Reservations & Guest Experience Specialist

Lake Nona Wave Hotel; Orlando (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Team member travel program with free/1

UNLIMITED Friends and Family rates

Comprehensive health coverage

Job summary

Lake Nona Wave Hotel is seeking a friendly and dynamic Guest Services professional to be the first point of contact for guests. You will handle reservations, restaurant and spa inquiries, and provide personalized recommendations that reflect our lifestyle-driven brand.

Join us to deliver seamless experiences across all touchpoints while collaborating with multiple departments to maximize revenue and guest satisfaction.

Qualifications

• Previous experience passionately providing service to others.
• Excellent phone skills are needed.
• Fluent English both verbally and through legible writing is required.

Responsibilities

• Answer all incoming calls warmly and efficiently, delivering exceptional service.
• Respond to guest inquiries via the hotel’s text platform for timely, personalized service.
• Collaborate with Housekeeping, F&B, Welcome Desk and Guest Relations to resolve inquiries.
• Assist guests with dining reservations and upsell premium options when appropriate.
• Maintain knowledge of spa hours, policies, and treatments to upsell experiences.
• Book and manage room reservations with focus on revenue and upsell opportunities.

Skills

Excellent phone skills

Fluent English

Sales experience

Multitasking

Customer service oriented

Upsell skills

Education

High School Diploma

Hospitality major / related field

Tools

Reservation systems

Microsoft Office

OpenTable

Job description

Lake Nona Wave Hotel is seeking a friendly and dynamic Guest Services professional to be the first point of contact for guests. You will handle reservations, restaurant and spa inquiries, and provide personalized recommendations that reflect our lifestyle-driven brand.

Join us to deliver seamless experiences across all touchpoints while collaborating with multiple departments to maximize revenue and guest satisfaction.