Lead Guest Relations Agent

The Lake Nona Wave Hotel invites you to explore opportunities to push your creativity and be outstanding in a role that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look forward to meeting you!

About the opportunity:

The Guest Recognition Ambassador is the primary champion that creates and delivers a comprehensive hotel experience. You will promote hotel services and amenities as well as connect the guest to local and authentic experiences in the Lake Nona community. You will facilitate the discovery of hotel amenities by warmly greeting and assisting guests upon arrival. You will set up custom travel itineraries and make all reservations for in-house guests as well as by contacting guests prior to their arrival. You will coordinate with other departments to ensure the overall guest experience exceeds expectations.

• Deliver exceptional on-site customer service, ensuring all guest expectations and requests are met with professionalism and efficiency.
• Curate and personalize the guest experience from pre-arrival through departure.
• Welcome guests warmly and provide seamless assistance throughout their stay.
• Coordinate with all hotel departments to ensure readiness for guest arrivals.
• Oversee and facilitate the arrival process, ensuring a smooth and memorable first impression.
• Conduct audits and inspections of guest rooms prior to arrival to guarantee quality and readiness.
• Provide accurate information and guidance about the hotel, local area, services, and amenities.
• Take ownership of VIP services, including rooming, check-out, airport transfers, and special requests, ensuring flawless execution.
• Maintain strict confidentiality of all guest information, particularly VIP clientele.
• Keep Executive Leadership informed of special operations, unusual occurrences, and notable guest movements.
• Monitor anticipated guest arrivals and departures to ensure preparedness.
• Advocate for and assist guests with reservations at hotel bars, restaurants, and amenities.
• Accurately report all cash tips in compliance with federal requirements.
• Manage Revinate guest feedback, including comments and surveys, ensuring timely responses.
• Oversee the Revinate guest feedback ticketing process from start to finish.
• Maintain flexibility to work varied shifts, including weekends and holidays, based on business needs.
• Assist in recruiting, training and retaining hourly Welcome Desk Team Members.

Supportive Functions

In addition to the essential functions, this position may also be required to perform a variety of supportive duties. The percentage of time spent on each will be determined by the supervisor based on the needs of the hotel and company.

• Safeguard the best interests of the hotel, Tavistock, CoralTree Hospitality, and ownership.
• Ensure both internal and external customer satisfaction is met in a timely manner.
• Build and maintain positive working relationships with all team members and leaders.
• Oversee responsibilities related to computer networking operations and hotel applications.
• Participate in departmental meetings to stay updated on operations and contribute input to enhance departmental performance.
• Carry out additional duties as assigned by the General Manager or Hotel Manager.

Other Duties:

Assimilate into the culture by understanding, supporting, and participating in all elements of service standards. Demonstrate a solid working knowledge of these standards.

Regular attendance, in accordance with the standards established by CoralTree Hospitality from time to time, is essential to the successful performance of this position. Guest Relations is expected to carry out all reasonable requests from leadership. This role will also assist as an administrative support resource for the General Manager and Hotel Manager.

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. This role demands high levels of energy. You need consistency even though the days are never alike; and creativity to tackle daily adventures.

Communication is what keeps our departments running perfectly. Our Guest Recognition Ambassadors must have timely and effective communication skills to ensure all other departments and extended hotel team is always prepared to exceed guest expectations. You will build external relationships with key partners to ensure our guests receive nothing but the best experience.

• You must be passionate about guest service and have a minimum of two (2) years of experience in concierge operations in a luxury setting.
• A post-secondary diploma or degree is preferred.
• Strong verbal and written communication skills.
• Have an impeccable thoughtful attention to detail to ensure accuracy and efficiency.
• Maintain high ethical standards and professionalism to include confidentiality regarding guests, team members, and proprietary information and protect company assets.
• Polite and confident with a great deal of patience.
• Demonstrated ability in multitasking and time-management.
• Critical thinking, problem solving, judgement and decision-making abilities.
• Has genuine motivation to go above and beyond.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moments notice while being composed under pressure. Does not show frustration when dealing with difficult situations.
• Relates to all types of people and builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Professional and appropriate business appearance and demeanor aligned with the Lake Nona Wave Hotel brand, culture, and grooming policy.
• Embrace the hotels culture and vision to Inspire Happiness.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate business demands.#lakenonawavehotel