Guest Experience Manager

Company Description

The beautiful lakefront Westgate Lakes Resort & Spa offers you the perfect opportunity to meet and share stories with guests who arrive from around the world to experience Central Florida’s world-famous theme parks and attractions. Enjoy the surroundings and excitement that our world-class resort offers when you join the Westgate Lakes team. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.

Job Description

The Guest Experience Manager is a leadership role responsible for ensuring exceptional customer satisfaction by managing front of the house operations, resolving guest issues, and analyzing feedback to improve service quality. The Guest Experience Manager’s main goal is to ensure that each guest has a memorable stay from the point of arrival to the point of departure

As a Guest Experience Manager, you will:

• Interact professionally and courteously with guests, addressing questions and concerns as needed.

• Partner with Operations to monitor occupancy forecasts and ensure a seamless arrival experience for guests.

• Strategize and orchestrate operations, processes, tools, and analytics to achieve maximum impact for our guests.

• Continually achieve high levels of guest satisfaction, efficiency, profitable income, and team member engagement.

• Address all guest feedback points and provides acceptable resolution.

• Accountable for the achievement of guest experience, loyalty, and business financial goals

• Conducts quantitative and qualitative analyses of guest feedback using leading practice research and analytics methodologies.

• Develop and produce concise reports with insights and recommends actions.

• Actively solicits feedback and interacts with internal and external guests personally within the resort to help drive loyalty and retention

• Champion an elevated understanding of guest behavior, segmentation and specific areas of opportunities across the organization

• May oversee lobby greeters and customer service representatives

• Welcome and greet guests upon arrival and assist with the resort check-in process.

• Other duties as assigned

Qualifications

• Minimum of 1-3 years of experience in hospitality, concierge services, guest services, customer service, or a related field preferred.

• Previous supervisory, leadership, scheduling, or team management experience preferred.

• Experience working in a resort, hotel, vacation ownership, or sales-driven environment is a plus.

• Understanding of in house sales processes preferred

• Working knowledge and experience with Medallia or a comparable guest/customer experience management program preferred

Additional Information

Why Westgate?

• 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

• David A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.

• Career Growth and Advancement Opportunities

• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.