Guest Experience Agent

Westgate Resorts Orlando , FL 32819

Posted 1 week ago

The Westgate Resorts Service philosophy is:

"We fulfill our guests' dreams by providing a quality vacation experience that exceeds all expectations"

The Westgate Resorts Service Standards are:

Responsive

Accurate

Helpful

Informative

We are an organization that is built on the idea of service to others and on the idea of making dreams come true. In order to achieve these goals we expect all employees to fulfill the Service Philosophy and the Service Standards in all interactions with guests and fellow employees.

SUMMARY:

Participation and involvement of Westgate Lakes Resort & Spa Guest Experience Department to ensure optimized interaction between the resort and our guests

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following. Other duties may be assigned:

Directly participate in the evolution of the development and training of Westgate Lakes Resort & Spa Guest Experience Team.

Maintain and pursue higher standards/procedures for ensuring optimal guest experience.

Utilize Medallia and Kipsu platforms in order to reach out to guests to help resolve issues and provide quick response to inquiries.

Interaction with guests reflecting positively on the resort in particular and the company as a whole.

Liaise with the rest of the resort departments to ensure delivery of high quality service.

Empowerment to make decisions focused on providing the best service to our guest.

Proficiency in knowledge of room inventory and utilization for usage maximization

Hands on coordination of all groups, rooming, billing, assignment, and arrival process

Conduct studies and research to discover new techniques necessary for improving customer experience.

Continuously pursue opportunities to further job knowledge and enhance skills associated with providing superior customer service.

Utilize Medallia and Kipsu in coordinating and monitoring Guest experience operations.

EDUCATION and/or EXPERIENCE :
2-3 years experience in the customer service or Marketing preferably in the hospitality industry.

LANGUAGE SKILLS:

Ability to read, analyze and interpret reports using available CRM tools, professional journals, technical procedures, government regulations. Ability to effectively present information and respond to questions from groups of managers, guests and or employees.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry and statistics.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited

standardization exists. Ability to interpret a variety of instructions furnished in written, oral or diagram.

COMPUTER SKILLS:

Should have sufficient computer skills that will allow the individual to be able to use in a proficient manner, certain company-issued software programs such as Microsoft Word, Excel , power point... for purposes of communication, ordering supplies, reporting and overall Guest Experience Department functions.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonably accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to use hands to finger, handle or feel; reach with hands and arms; talk or hear. The employee is occasionally required to stand; sit and stoop, kneel.

Could involve lifting up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.



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Guest Experience Agent

Westgate Resorts