Guest Experience Agent

About the role

As a Guest Experience Agent, you will act as ambassador for Guest Services and the resort Property, and control the overall work product of the Guest Services Department. You will directly participate in the evolution of the development and training of Westgate Lakes Resort & Spa Guest Experience Team, and maintain and pursue higher standards/procedures for ensuring optimal guest experience.

Responsibilities

• Utilize Medallia and Kipsu platforms to reach out to guests to help resolve issues and provide quick response to inquiries
• Interact with guests reflecting positively on the resort and the company
• Liaise with the rest of the resort departments to ensure delivery of high-quality service
• Have the empowerment to make decisions focused on providing the best service to our guest
• Be knowledgeable of room inventory and utilization for usage maximization
• Participate in hands on coordination of all groups, rooming, billing, assignment, and arrival process

Qualifications

• Experience in customer service or marketing, preferably in the hospitality industry: 2+ years
• Excellent verbal and written communication skills
• Must have proficient computer and keyboard skills
• Ability to multi-task, frequently switching between or simultaneously performing functions of the front desk in order to meet the needs of our guests
• Be a self-starter/self-motivated
• Must be able to work flexible hours, including nights, weekends, and holidays
• Must be able to stand for an extended period of time
• Occasional carrying and lifting of items up to 15 pounds

Core values

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.

Benefits

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact