Wave Experience Manager

Responsibilities

• Lead and oversee the guest journey from pre-arrival, arrival, in-house stay, departure, and post-departure follow-up.
• Curate and personalize guest experiences based on guest preferences, special occasions, stay purpose, VIP status, and prior history.
• Ensure all guest expectations, requests, and special arrangements are handled with professionalism, urgency, creativity, and care.
• Cook up and coordinate with Front Office, Housekeeping, Food & Beverage, Engineering, Security, Valet, Reservations, and other departments to ensure guest readiness and seamless service delivery.
• Conduct or oversee room inspections and arrival audits for VIP guests, high-profile guests, ownership stays, and special occasions to ensure quality and readiness.
• Provide accurate information and thoughtful recommendations regarding the hotel, Lake Nona, Orlando, restaurants, wellness offerings, attractions, transportation, entertainment, and amenities.
• Maintain strict confidentiality of all guest information, particularly VIP guests, high-profile clientele, and ownership-related stays.
• Create and maintain daily, weekly, monthly, seasonal, and holiday guest activity calendars that reflect the lifestyle, wellness, culinary, cultural, colorful, and innovative spirit of Wave Hotel.
• Develop and maintain relationships with local businesses, restaurants, wellness providers, florists, transportation partners, cultural organizations, attractions, entertainment vendors, tourism partners, and community leaders.
• Maintain an organized database of vendors, partners, pricing, contacts, service offerings, and booking procedures.
• Assist in recruiting, onboarding, training, and retaining Guest Relations team members.
• Lead, coach, train, and develop the Guest Relations team to deliver personalized, polished, and anticipatory service that aligns with Forbes standards.
• Take ownership of guest concerns, service disruptions, and recovery opportunities to ensure timely and thoughtful resolution.
• Manage and support Revinate guest feedback, comments, surveys, and service recovery follow-up.
• Serve as a cover for the Welcome Desk and Manager on Duty responsibilities as needed.
• Manage supplies, materials, amenities, and equipment needed for guest activities, VIP services, and experience programming.

Qualifications

• A high school diploma or equivalent required; an associate or bachelor’s degree preferred.
• Minimum of three years of experience in a hospitality-focused environment, with a strong background in supporting team members and guests (hospitality leadership experience preferred).
• Experience in a Forbes Travel Guide, luxury hotel, lifestyle hotel, resort, or high-touch guest service environment strongly preferred.
• A strong understanding of hospitality service standards, guest journey management, VIP service, guest recovery, and personalized guest engagement.
• The ability to build and maintain strong relationships with vendors, local partners, guests, and internal departments.
• A creative mindset with the ability to develop engaging guest activities, personalized experiences, special touches, and memorable service moments.
• Strong written and verbal communication skills in English.
• Sound leadership, coaching, organizational, and problem-solving skills.
• A flexible schedule required, including the ability to work mornings, evenings, weekends, holidays, and support Manager on Duty coverage based on business needs.
• The ability to handle confidential guest information with discretion and professionalism, especially for VIPs, ownership stays, and high-profile guests.
• A skilled negotiator and consensus builder.
• Proficiency with hotel systems, guest feedback platforms, Microsoft Word, Excel, Outlook, and related technology.
• A highly organized individual with strong attention to detail.
• A technology-driven mindset, focused on enhancing processes through innovation.