Reservations & Guest Experience Ambassador

Tommy Bahama; Orlando (FL); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Team Member Travel Program (compls)

UNLIMITED Friends & Family rates

Comprehensive health coverage

401(k) with company match

Employee Assistance Program

Paid vacation, sick days & holidays

Exclusive discounts with top brands

Job summary

Lake Nona Wave Hotel is seeking a guest services professional to be the first contact for guests, handling reservations, spa inquiries, dining and local recommendations. You will deliver intuitive service, managing inquiries with personalized, brand-aligned experiences.

Join a luxury team focused on exceptional guest journeys, upselling experiences, and maintaining rigorous service standards across Forbes, LQA and AAA guidelines.

Qualifications

• Excellent phone skills and warm, professional phone manner.
• Fluent English in spoken and written communication.
• Experience in hospitality or luxury service environments.
• Strong customer service and sales aptitude.
• Ability to multitask across multiple guest interactions and channels.
• Clear, effective written and verbal communication with guests.

Responsibilities

• Professionally answer all incoming calls with enthusiasm and efficiency.
• Respond to guest inquiries via text, ensuring timely, personalized service.
• Follow Forbes, LQA, and AAA standards for consistent service quality.
• Collaborate with Housekeeping, F&B, Welcome Desk and Guest Relations.
• Stay informed on pool, recreation, spa hours and offerings to upsell where appropriate.
• Assist with dining reservations and upsell premium options.
• Knowledgeable about hotel services, facilities, and local area attractions.
• Book room reservations with an emphasis on revenue and upselling opportunities.

Skills

Phone skills

Fluent English

Customer service

Sales experience

Multitasking

Effective communication

Problem solving

Team orientation

Education

High School Diploma; Hospitality or related major

Tools

Revinate

SynXis

HMS

OpenTable

Microsoft Office

Job description

Lake Nona Wave Hotel is seeking a guest services professional to be the first contact for guests, handling reservations, spa inquiries, dining and local recommendations. You will deliver intuitive service, managing inquiries with personalized, brand-aligned experiences.

Join a luxury team focused on exceptional guest journeys, upselling experiences, and maintaining rigorous service standards across Forbes, LQA and AAA guidelines.