Guest Relations Agent

Job Description As a Guest Relations Agent, you will: Handle guest inquiries, concerns, and requests efficiently. Assign work orders to bell services to handle luggage deliveries, pickups, and room changes. Ensure timely response to guest requests, such as luggage assistance or package deliveries. Monitor bell staff locations and availability to optimize workflow. Communicate clearly with the team via radio, phone, or internal systems. Maintain an organized log of bell staff assignments and tasks. Coordinate with front desk and housekeeping for early check-ins, early check outs, room changes, and VIP arrivals. Oversee luggage storage and retrieval procedures, ensuring security and proper tagging. Manage transportation requests, including taxi or shuttle services. Ensure VIP guests receive priority service and personalized attention. Work closely with management to fulfill guest preferences and loyalty program benefits Act as a liaison between guests, bell staff, front desk, and other departments. Provide clear instructions to bell staff to maintain efficiency. Report maintenance issues lost and found items, or security concerns. Support a smooth workflow during peak check-in/check-out periods. Demonstrate a complete understanding of Westgate’s policies and procedures and service fundamentals and have full knowledge of the resort’s amenities and local events. Offer recommendations and arrange reservations for restaurants, attractions, transportation, and events. Offer consistently professional, friendly, warm and engaging service. Ensure guests are greeted appropriately upon arrival in a warm manner. Assist with special guest requests (e.g., flowers, gifts, special amenities). Ensure working area is cleaned and organized. Give clear and concise directions to guests. Be able to make informed communications to guests about the resort facilities and surrounding area. Act as a lobby ambassador to ensure guest satisfaction during check in and check out time. Qualifications: Qualifications Must be able to stand for an extended period of time as 90-100% of the shift is standing. Strong communication skills (verbal & written) for guest interactions and team coordination. Multitasking & organizational abilities to assign bell staff efficiently while handling guest requests. Problem-solving skills to address guest concerns or logistical challenges. Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate. Required to pass a background check, drug test, and prove eligibility to work in the United States Valid Florida Driving Licenses: able to drive a golf cart vehicle, up to 15-passenger van with the passage following safety guidelines. Additional Information Why Westgate? Comprehensive Health Benefits – Medical, Dental, and Vision Coverage Paid Time Off – Vacation, Sick, and Personal Time to Recharge Paid Holidays 401(k) with Generous Company Match to Support Your Future Daily Pay – Access Your Earnings When You Need Them Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance Wellness Programs to Support Your Well-Being Flexible Spending Accounts (FSA) Tuition Assistance to Help You Grow Your Career Military Leave Employee Assistance Program (EAP) – Support When You Need It Most Life, Disability, Accident, Critical Illness, and Hospital Insurance Pet Insurance for Your Furry Family Members Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More Low-Cost Gym Membership NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents After 1 Year of Service Career Growth and Advancement Opportunities Community Involvement – Give Back and Make an Impact Westgate Resorts is an Equal Employment Opportunity employer . __ All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email View email address on click.appcast.io with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice. Westgate Resorts