Guest Relations Agent

About the role

Join the Westgate Lakes Resort & Spa team as a Concierge and play a key role in creating unforgettable vacation experiences for guests from around the world. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll contribute to a team committed to excellence while enjoying career growth opportunities at this world-class resort or across 60+ resorts company-wide.

Responsibilities

• Handle guest inquiries, concerns, and requests efficiently.
• Assign work orders to bell services for luggage deliveries, pickups, and room changes.
• Ensure timely response to guest requests, such as luggage assistance or package deliveries.
• Monitor bell staff locations and availability to optimize workflow.
• Communicate clearly with the team via radio, phone, or internal systems.
• Maintain an organized log of bell staff assignments and tasks.
• Coordinate with front desk and housekeeping for early check-ins, early checkouts, room changes, and VIP arrivals.
• Oversee luggage storage and retrieval procedures, ensuring security and proper tagging.
• Manage transportation requests, including taxi or shuttle services.
• Ensure VIP guests receive priority service and personalized attention.
• Work closely with management to fulfill guest preferences and loyalty program benefits.
• Act as a liaison between guests, bell staff, front desk, and other departments.
• Provide clear instructions to bell staff to maintain efficiency.
• Report maintenance issues, lost and found items, or security concerns.
• Support a smooth workflow during peak check-in/check-out periods.
• Demonstrate a complete understanding of Westgate’s policies, procedures, and service fundamentals.
• Offer recommendations and arrange reservations for restaurants, attractions, transportation, and events.
• Provide consistently professional, friendly, warm, and engaging service.
• Greet guests appropriately upon arrival in a warm manner.
• Assist with special guest requests (e.g., flowers, gifts, special amenities).
• Ensure the working area is cleaned and organized.
• Give clear and concise directions to guests.
• Communicate informed details about resort facilities and the surrounding area.
• Act as a lobby ambassador to ensure guest satisfaction during check-in and check-out.

Requirements

• Must be able to stand for 90-100% of the shift.
• Strong communication skills (verbal and written) for guest interactions and team coordination.
• Multitasking and organizational abilities to assign bell staff efficiently while handling guest requests.
• Problem-solving skills to address guest concerns or logistical challenges.
• Valid Florida Driver’s License; able to drive a golf cart or up to a 15-passenger van following safety guidelines.
• Required to pass a background check, drug test, and prove eligibility to work in the United States.

Westgate Resorts is a smoke- and tobacco-free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate.

Benefits

• 401(k) with generous company match to support your future.
• Daily Pay – access your earnings when you need them.
• Wellness programs to support your well-being.
• Tuition assistance to help you grow your career.
• Employee Assistance Program (EAP) – support when you need it most.
• 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.