Director of Guest Services

Director of Guest Services

Shape the Next Generation of Vacations! Welcome to Evermore Orlando Resort, the resort that's redefining the Orlando vacation experience. Just steps away from Walt Disney World®, Evermore stretches across 1,100 acres and offers a one-of-a-kind blend of spacious, upscale vacation homes, flats, and villas alongside the luxurious Conrad hotel. Our Team Members are true trailblazers, reimagining the vacation experience for each guest.

Here, guests create their own adventure, enjoying the best of both worlds: the space and comforts of vacation home rentals combined with the amenities and services of a world-class resort.

Evermore Orlando Resort is an expansive and technically complex property spanning 1,100 acres with multiple operational components. The resort integrates resort-owned vacation rental homes, large-scale water features, and extensive recreational infrastructure. The eight-acre Evermore Bay lagoon includes advanced water treatment, circulation, and safety systems that require continuous monitoring. Two championship golf courses, numerous pools, water sports facilities, and a wide range of amenities, including pickleball courts, event spaces, and dining venues, further enhance the offerings.

This diverse environment demands sophisticated engineering oversight to ensure optimal performance, safety, and reliability across all systems.

If you're excited to help guests reimagine the Orlando vacation, join us! Become part of an energetic team bringing Evermore Orlando Resort to life!

Key Responsibilities:

• Develop and implement guest service policies and procedures that align with the resort's overall mission and values.
• Lead and manage team members' functions, including coaching, counseling recognition and performance.
• Provide specific direction and expectations to the management team.
• Be a visible leader in the operation, taking time to review operations and interact with guests and team members.
• Manage staffing and training in conjunction with human resources, including hiring and training.
• Ensure guest service standards are upheld and monitor metrics, trends, and feedback.
• Develop and manage budgets for the guest service department, ensuring that all expenses are within approved limits.
• Develop and maintain collaborative relationships with other department leaders and peers to ensure a seamless guest experience.
• Develop and implement strategies to enhance the guest experience, including VIP services, special packages, and other amenities.
• Ensure that guest complaints and concerns are addressed promptly and resolved to the guest's satisfaction.
• Oversee and reply to guest feedback through our Guest Satisfaction platform, Revinate. Ensure surveys and reviews are replied to promptly and accurately.
• Monitor and evaluate guest feedback and satisfaction metrics, and implement changes as needed.
• Provide excellent customer service to guests, answering questions, addressing concerns, and providing assistance as needed.
• Ensure compliance with all relevant regulations and policies, including health and safety regulations, and privacy policies.
• Ensure operations run efficiently daily while managing long term project planning.
• Stay up to date on guest services in the resort industry for benchmarking and new ideas.
• Perform other duties as assigned.

Education, Skills, and

Experience:

• College degree in Hospitality Management and/or equivalent work experience
• 5+ years of experience in luxury resort and/or hotel in guest service operations
• 3-5+ years of guest service operations management experience
• Strong financial management skills, able to read and understand financials and budgets
• Knowledge of resort property management systems
• Proficient in standard computer programs including Google Sheet, Google Docs, PMS systems.
• AI proficiency in Claude and Gemini preferred
• Excellent communication and interpersonal skills; ability to interact with a wide range of people
• Outstanding organizational and problem-solving skills
• Ability to create an inclusive environment with your team, one built on caring, trust, integrity and gratitude
• Self-starter that can work independently with minimal supervision
• Ability to multi-task in a fast-paced environment
• Inspired to always lead Evermore brand and team member values
• Capable of working scheduled hours, including weekdays, weekends, days, nights, and holidays
• Capable of performing role in a busy work environment
• Demonstrated ability to develop and implement policies and procedures that enhance guest experience and satisfaction
• Proficient in reading safety procedures and operating guidelines/instructions in English
• Knowledge of relevant regulations and policies related to guest services and hospitality management
• Must have a valid driver's license with an acceptable driving record

Physical Requirements:

• Able to safely lift, pull and push up to 50 pounds
• Ability to see, hear, smell, and use manual dexterity for all equipment
• Able to stand, stoop, kneel, bend, and reach extended periods of time
• Able to be on…