Guest Relations Ambassador

Job Description

Guest Relations Ambassador | The Lake Nona Wave Hotel

The Tone:
This is a full-time role at The Lake Nona Wave Hotel, located in Orlando, FL. The Lake Nona Wave Hotel encourages individuals to explore opportunities that allow them to push creativity and be outstanding in a role that brings out their craft and passion. The company looks for people who share its vision to bring an exceptional guest experience to life.

The TL;DR
• Role: Full Time
• Type: Full Time
• Location: In-person, Orlando, FL

• Team: Part of a cohesive team focused on the best possible guest experience.
• Mission: Create and deliver a comprehensive and exceptional hotel experience for guests, connecting them to local and hotel amenities.
• Tech Stack: property management system

What You’ll Actually Do
• Guest Experience: Champion and deliver a comprehensive and exceptional hotel experience by warmly greeting and assisting guests upon arrival.
• Personalized Itineraries: Design custom travel itineraries, make all reservations, and anticipate guest needs by connecting guests to local and hotel experiences.
• Coordination & Support: Coordinate with other departments to ensure the overall guest experience exceeds expectations, manage VIP amenities, and assist other hotel teams as needed.
• Information & Communication: Maintain extensive knowledge of hotel features, local attractions, and events to provide accurate recommendations and support guest inquiries via phone and email.
• Guest Resolution: Tactfully handle all guest opportunities, acting as a liaison between guests and departments, and resolving issues to complete guest satisfaction.

The Must-Haves
• Background: Passionate about guest service, with core domain knowledge in concierge operations within a luxury setting.
• Experience: Minimum of two (2) years of experience in concierge operations in a luxury setting.
• Skills: Exceptional verbal and written communication; impeccable thoughtful attention to detail and accuracy; critical thinking, problem-solving, and decision-making abilities; ability to effectively cope with change, handle risk, and remain composed under pressure; proven ability to relate to all types of people and build appropriate rapport with diplomacy and tact.
• Bonus: A post-secondary diploma or degree is preferred.