Careers
Current Openings
Guest Experience Manager (PM Shift)
We're seeking a Guest Experience Manager to play a pivotal role in ensuring exceptional guest experiences at the Villatel Orlando Resort. This individual will oversee and coordinate all aspects of guest services, working closely with operations, maintenance, dispatch, housekeeping, and other departments to maintain the highest standards of service delivery.
Guest Experience Manager (PM Shift)
- Supervise and mentor the guest experience staff, providing guidance, training, and support to ensure delivery of outstanding service while upholding company standards.
- Act as a point of contact for guests, aiding, addressing inquiries, and ensuring their needs are met promptly and professionally.
- Collaborate with operations leaders to streamline guest service processes, identify areas for improvement, and implement solutions to enhance efficiency and effectiveness in collaboration with the Guest Services Manager.
- Liaise with dispatch agents to coordinate responses to guest requests, prioritize tasks, and allocate resources effectively to meet service demands.
- Solicit and collect guest feedback through various channels, analyze trends, and collaborate with department leaders to implement improvements based on guest input.
- Handle guest complaints or escalated issues with professionalism and empathy; working with relevant departments to resolve issues and ensure guest satisfaction.
- Maintain accurate records of guest interactions, service requests, and feedback; generating reports as needed to track performance metrics and identify areas for improvement.
Dispatch Manager
We're seeking a highly organized and proactive Dispatch Manager to support Operations. This individual will play a critical role in coordinating and overseeing the dispatching of service requests to ensure timely and efficient resolution. The position requires excellent communication and leadership abilities and a commitment to delivering exceptional experiences for our guests.
Dispatch Manager
- Supervise and coordinate the dispatching of maintenance, and other service requests to appropriate personnel or departments.
- Supervise and mentor the dispatch team, providing guidance, training, and support to ensure delivery of outstanding service while upholding company standards.
- Monitor incoming requests through various channels, such as phone calls, emails, and online platforms and address any issues and/or delays in resolution.
- Act as a point of contact for escalated inquiries to assist in timely and effective resolution.
- Prioritize and assign tasks based on urgency, nature of the request, and availability of resources.
- Ensure that all service requests are addressed promptly and efficiently to meet guest satisfaction standards.
- Maintain accurate records of dispatched requests, including timestamps, assigned personnel, and completion status.
- Liaise with various departments, including maintenance and management, to coordinate service delivery and resolve guest-related issues.
- Communicate effectively with guests to gather information about service requests, provide updates on status, and ensure satisfaction with resolution(s).
- Collaborate with the management team to identify trends, recurring issues, and areas for improvement in the service delivery processes. Monitor the quality of service provided by maintenance and other service teams to ensure adherence to company standards and guest expectations.
Sr. Director, Guest Experience
We're seeking a results-driven Sr. Director, Guest Experience to lead our team of Specialists while providing unparalleled service to our guests. This individual must be passionate, professional, and a proven leader within the hospitality industry. As an integral part of creating lifelong memories for our guests, this role demands collaboration with all departments to ensure guest satisfaction and operational success.
Sr. Director, Guest Experience
- Provide strong leadership and oversight to the Guest Experience team, ensuring consistent adherence to high service standards across both our Marriott Bonvoy and independent rental offerings.
- Collaborate strategically with operations, maintenance, and dispatch teams to effectively fulfill complex guest requests, proactively resolve intricate issues, and guarantee a seamless and exceptional guest experience for all guests, regardless of their accommodation type.
- Manage complex guest interactions, high-level requests, and sensitive bookings with precision, discretion, and a focus on exceeding expectations for both Marriott Bonvoy and independent rental guests.
- Expertly utilize multiple technology applications across the Villatel Villa and Apartments by Marriott Bonvoy business operations, as well as any systems relevant to managing independent vacation rental guest experiences.
- Empower team members to resolve guest issues quickly and effectively, providing guidance and mentorship to maintain a calm and confident demeanor under pressure across all property types.
- Uphold and champion brand standards for both Villatel and Marriott Bonvoy, actively contributing to a culture characterized by excellence, trust, and accountability across the guest experience team.
- Address guest inquiries, requests, and concerns promptly and with the highest level of courtesy and professionalism, whether in person, via phone, or through electronic communication channels, ensuring a consistent and positive experience for all guests.
- Capture and critically analyze guest feedback data to continuously improve service standards and identify areas for team development across all segments of the resort.
- Actively solicit feedback from guests regarding their stay in both our Marriott Bonvoy and independent rental properties, listen attentively to their concerns and suggestions, and effectively relay relevant information to executive management and appropriate departments for strategic action and team training.
- Oversee the training and mentoring of Guest Experience team members, teaching best practices and ensuring consistent execution of their duties to vital standards for all types of accommodations within the resort.
Maintenance Technician, Melbourne, FL
We're seeking a Maintenance Technician who will play a vital role in ensuring the upkeep, maintenance, and functionality of our guest accommodations and facilities. In this role you will interact with guests while using your expertise in various trades to resolve guest related maintenance issues and deliver an exceptional guest experience.
Maintenance Technician, Melbourne, FL
The ideal candidate will be an experienced technician, with aspirations to expand their skill sets in the area of residential engineering. Your daily task will be to conduct routine inspections, make engineering repairs, and create preventative measures to keep our equipment running smoothly and to minimize any risk.
- Perform routine maintenance tasks, repairs, and inspections to ensure the safety, functionality, and aesthetic appeals of guest accommodations, common areas, and facilities.
- Provide proficiency in various trades, including plumbing, electrical, HVAC, carpentry, painting, and general maintenance, to address maintenance issues effectively and efficiently.
- Interact with guests in a courteous and professional manner while addressing maintenance requests to provide timely and efficient solutions, ensuring guest satisfaction.
- Respond promptly to emergency maintenance situations, such as pluming leaks, electrical outages, or HVAC malfunctions, to minimize disruption to guests and minimize potential damage to property.
- Implement preventative maintenance programs to proactively identify and address maintenance issues before they escalate, ensuring the longevity of equipment.
- Maintain clear and open communication with guests, colleagues, and management regarding maintenance issues, work progress, and any potential impact on the guest experience.
- Adhere to safety protocols, regulations, and industry standards to maintain a safe working environment for everyone.
- Maintain accurate records of maintenance work, including work orders, repairs, inspections, and equipment for tracking and reporting purposes.
Guest Experience Specialist/Night Auditor (Apartments by Marriott Bonvoy)
We're seeking a Guest Experience Specialist/Night Auditor to work the evening and overnight shift. The successful candidate takes pride in providing an exceptional guest experience and plays an integral role in ensuring that our Apartment by Marriott Bonvoy guests have an unforgettable visit that creates lifetime memories.
Guest Experience Specialist/Night Auditor (Apartments by Marriott Bonvoy)
Your role will be to respond to guest inquiries, provide information regarding Marriott Bonvoy memberships, collaborate with different departments including operations, maintenance, dispatch, and housekeeping so that the services provided are seamless. The Night Auditor role includes balancing financial transactions, ensuring the accuracy of guest accounts and preparing reports for Accounting and Operations Management.
- Assist with check-in and check-out procedures and provide information about resort amenities and services.
- Balancing the day's financial transactions, ensuring that guest accounts are accurate, and providing reports to Accounting and Operations Management.
- Act as a resource for guests by providing recommendations for dining, entertainment, local attractions and activities, and arranging reservations or transportation as requested.
- Address guest inquiries, requests, and concerns promptly and courteously, either in person, via phone, or through electronic communication channels.
- Collaborate with operations, maintenance, and dispatch teams to fulfill guest requests, resolve issues, and ensure a seamless guest experience.
- Liaise with dispatch agents to communicate guest requests, prioritize tasks, and coordinate resource allocation to meet service demands effectively and efficiently.
- Solicit feedback from guests regarding their stay, actively listen to their concerns or suggestions, and relay relevant information to management and appropriate departments for action.
- Perform various administrative duties such as handling guest paperwork, processing payments, and maintaining accurate records of guest interactions and service requests.
Maintenance Technician, Davenport, FL
We're seeking a Maintenance Technician who will play a vital role in ensuring the upkeep, maintenance, and functionality of our guest accommodations and facilities. In this role you will interact with guests while using your expertise in various trades to resolve guest related maintenance issues and deliver an exceptional guest experience.
Maintenance Technician, Davenport, FL
The ideal candidate will be an experienced technician, with aspirations to expand their skill sets in the area of residential engineering. Your daily task will be to conduct routine inspections, make engineering repairs, and create preventative measures to keep our equipment running smoothly and to minimize any risk.
- Perform routine maintenance tasks, repairs, and inspections to ensure the safety, functionality, and aesthetic appeals of guest accommodations, common areas, and facilities.
- Provide proficiency in various trades, including plumbing, electrical, HVAC, carpentry, painting, and general maintenance, to address maintenance issues effectively and efficiently.
- Interact with guests in a courteous and professional manner while addressing maintenance requests to provide timely and efficient solutions, ensuring guest satisfaction.
- Respond promptly to emergency maintenance situations, such as pluming leaks, electrical outages, or HVAC malfunctions, to minimize disruption to guests and minimize potential damage to property.
- Implement preventative maintenance programs to proactively identify and address maintenance issues before they escalate, ensuring the longevity of equipment.
- Maintain clear and open communication with guests, colleagues, and management regarding maintenance issues, work progress, and any potential impact on the guest experience.
- Adhere to safety protocols, regulations, and industry standards to maintain a safe working environment for everyone.
- Maintain accurate records of maintenance work, including work orders, repairs, inspections, and equipment for tracking and reporting purposes.
Guest Experience Specialist, Apartments by Marriott Bonvoy
We're seeking individuals who take pride in delivering an exceptional guest experience. As a Guest Experience Specialist, you'll be the primary point of contact before arrival, during check-in (as a Welcome Ambassador), and throughout our guests' stay at Villatel Orlando Resorts, Apartments by Marriott Bonvoy, villas, and estates. If you're passionate about engaging with guests and working with a team to create unforgettable experiences, this role is for you!
Guest Experience Specialist, Apartments by Marriott Bonvoy
The ideal candidate is a hard-working, energetic employee who is passionate about hospitality and genuinely cares about our guests.
- Assist with check-in and check-out procedures and provide information about resort amenities and services.
- Act as a resource for guests by providing recommendations for dining, entertainment, local attractions and activities, and arranging reservations or transportation as requested.
- Address guest inquiries, requests, and concerns promptly and courteously, either in person, via phone, or through electronic communication channels.
- Collaborate with operations, maintenance, and dispatch teams to fulfill guest requests, resolve issues, and ensure a seamless guest experience.
- Liaise with dispatch agents to communicate guest requests, prioritize tasks, and coordinate resource allocation to meet service demands effectively and efficiently.
- Solicit feedback from guests regarding their stay, actively listen to their concerns or suggestions, and relay relevant information to management and appropriate departments for action.
- Perform various administrative duties such as handling guest paperwork, processing payments, and maintaining accurate records of guest interactions and service requests.
