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.
• Ensure guests are greeted appropriately upon arrival in a warm manner.
• Assist with special guest requests (e.g., flowers, gifts, special amenities).
• 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.
• Other duties may be assigned.

Qualifications

• Excellent customer service skills
• Stand for long periods of time
• On many occasions, must be able to withstand prolonged exposure to sunlight.
• 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.
• Flexible schedule, including weekends, holidays, and evenings.
• Basic Microsoft Office and computer knowledge
• 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
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

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 WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.