Guest Experience Manager

Villatel, a hospitality company, is in search of a Guest Experience Manager for the Orlando Resort. This individual will play a pivotal role in ensuring exceptional guest experiences at the Villatel Orlando Resort. Your primary responsibility will be to oversee and coordinate all aspects of guest services, working closely with operations, maintenance, dispatch, housekeeping, and other departments to maintain the highest standards of service delivery.

• Supervise and mentor the Guest Experience team, providing guidance, training, and support to ensure delivery of outstanding service while upholding company standards.
• Act as a point of contact for guests, aiding, addressing inquiries, and ensuring their needs are met promptly and professionally.
• Collaborate with operations leaders to streamline guest service processes, identify areas for improvement, and implement solutions to enhance efficiency and effectiveness in collaboration with the Sr. Guest Services Manager.
• Proficiency in a Property Management system (PMS) coupled with the ability to utilize multiple technology platforms simultaneously is required.
• Liaise with dispatch agents to coordinate responses to guest requests, prioritize tasks, and allocate resources effectively to meet service demands.
• Solicit and collect guest feedback through various channels, analyze trends, and collaborate with department leaders to implement improvements based on guest input.
• Handle guest complaints or escalated issues with professionalism and empathy; working with relevant departments to resolve issues and ensure guest satisfaction.
• Maintain accurate records of guest interactions, service requests, and feedback; generating reports as needed to track performance metrics and identify areas for improvement.

• A minimum of two (2) years of experience in a guest services/front desk managerial role with Marriott, coupled with a passion for providing exceptional service and creating memorable guest experiences.
• High School Diploma or equivalent required. Associate or bachelor’s degree in hospitality management, business administration, or related field preferred.
• A genuine passion for hospitality and a dedication to exceeding guest expectations through personalized service and attention to detail.
• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with guests, colleagues, and management.
• Strong problem-solving skills and the ability to think quickly to address guest inquiries or resolve issues in a timely and satisfactory manner.