Guest Relations Agent at Westgate Resorts — Orlando, FL

As a Concierge, 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.
• 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.

Why Westgate?

• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Wellness Programs to Support Your Well-Being
• Tuition Assistance to Help You Grow Your Career
• Employee Assistance Program (EAP) – Support When You Need It Most
• 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
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact