Sr. Guest Experience MakerLa Quinta by Wyndham Orlando - Airport WestOrlando, FL
A property of: Wyndham Hotels & Resorts
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Job Description

La Quinta by Wyndham is now seeking a Sr. Guest Experience Maker to join our team at the La Quinta by Wyndham Orlando - Airport West location in Orlando, Florida.

Job Summary

The Sr. (Lead) Guest Experience Maker is responsible for supervising the operation of the hotel's front desk and ensuring efficient and exceptional service is provided to a wide variety of individuals on a daily basis, including: guests, potential guests, vendor partners and La Quinta team members.

Education & Experience

MINIMUM EDUCATION:
  • High school diploma or equivalent required.
  • Must be able to fluently speak, read, write and understand English.
  • Must possess and maintain valid licenses and/or certifications which are job related and required by law.
  • At locations which operate a hotel courtesy van/shuttle, must possess and maintain a valid, current, non-restricted driver's license if required to drive. Must also possess and maintain an acceptable driving history


MINIMUM EXPERIENCE:
  • Previous hotel or customer service experience is required; prior supervisory experience preferred.


Physical Requirements

  • Ability and willingness to work a variable schedule including morning, afternoon, evening, overnight shifts, weekends and holidays.
  • Must be able to stand and walk for extended periods of time, often for a minimum of 2 hours at a time and possibly for the duration of the work shift.
  • Must be able to intermittently bend, reach, kneel, twist and grip items while working.
  • Must be able to maneuver through all areas of the front desk and office area.
  • Must be able to lift up to 20 pounds and carry up to 10 pounds.
  • Requires excellent hearing along with good near and distant vision.
  • Must be able to view and access computer screens and keyboard functions.
  • Must be able to type on a computer keyboard throughout the duration of the scheduled shift with the exception of scheduled breaks and/or lunch times.
  • Must be able to verbally respond over the telephone, in a clear-speaking voice.
  • Capable of working in a fast paced environment with stressful situations and adjusting to changing priorities.
  • Must respond to multiple task interruptions, yet still provide service to individuals in a professional and courteous manner.
  • May work alone or closely with others.


General Requirements

  • Assist the General Manager with preparing Guest Experience Representative work schedules and ensuring staff adheres to schedules. Adjust schedules as needed to meet business needs.
  • Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, travel agent research, lost and found, rooming lists, office supply inventory, safety committee, etc.
  • Train Guest Experience staff in technical duties, guest service skills and telephone sales skills.
  • Advise and consult with General Manager in situations of poor employee performance and/or improper employee behavior that may require counseling and/or discipline.
  • When applicable for a specific property, book group functions and meeting room space.
  • May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager
  • Provide a friendly, welcoming experience by greeting guests as they enter the hotel. Welcome loyal guests and military members using the best practices outlined for each program. Ensure Elite guests receive the designated gift upon arrival.
  • Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company's policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests.
  • Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures.
  • Operate the hotel key control system while strictly following all key safety & security procedures.
  • Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working. Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.


Fundamental Requirements

  • Requires regular, sometimes constant, contact with customers, outside agencies and the general public. Must have excellent verbal and written communication and interpersonal skills with the ability to interact with many types of individuals and personalities.
  • Excellent listening skills with the ability to accurately sense and respond to unspoken wants and needs of individuals.
  • Proficiency to approach all encounters, regardless of the situation in an attentive, friendly, courteous and service-oriented manner.
  • Excellent telephone skills particularly related to customer service and sales.
  • Must be able to work with and secure sensitive and/or confidential material and information.
  • Must be able to properly and confidently operate basic office software, machines and devices including computers, company issued hand-held electronics, copier, printers, etc.
  • Must be self-motivated and able to work with little or no supervision, responding to and handling unfamiliar situations with little supervisory guidance.
  • Strong independent judgment and decision-making skills are required to identify, select, and apply the most appropriate of available guidelines and procedures, interpret precedents, and adopt standard methods or practices to meet variations in facts and/or conditions.
  • Must work well under pressure and remain calm during stressful situations.


COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company. We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world. Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers. We believe guests deserve great experiences, and our robust portfolio-distinguished by our leading economy and midscale brands-delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

Job Location: La Quinta by Wyndham Orlando - Airport West, 7931 Daetwyler Drive, Orlando, Florida 32812
Employment Status: Full-time

Job Requirements

Please see Description

Job Details

Senior level
Full-time

About this location

class:
Midscale
room Count:
51-100
location Type:
Urban

Values

Accountability
Customer Focus
Diversity
Fun
Inclusion
Integrity

Perks

401(K)
401(K) Matching
Dental Benefits
Disability Insurance
Flexible Spending Account (FSA)
Health Insurance Benefits
Life Insurance
Paid Holidays
Paid Time Off
Vision Benefits
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La Quinta by Wyndham Orlando - Airport West
Orlando - Airport Westshow more
Address7931 Daetwyler Drive, Orlando, Florida, 32812 View map
Property typeHotel 
classMidscale 
room Count51-100 
location TypeUrban 

People (3)

GEOFF BALLOTTIPresident and Chief Executive OfficerGeoffrey A. Ballotti serves as President and Chief Executive Officer, and member of our Board of Directors. Mr. Ballotti has served as President and Chief Executive Officer of Wyndham Hotel Group since March 2014. From March 2008 to March 2014, Mr. Ballotti served as Chief Executive Officer of Wyndham Destination Network. From October 2003 to March 2008, Mr. Ballotti was President of North America Division of Starwood Hotels and Resorts Worldwide. From 1989 to 2003, Mr. Ballotti held leadership positions of increasing responsibility at Starwood Hotels and Resorts Worldwide including President of Starwood North America, Executive Vice President, Operations, Senior Vice President, Southern Europe and Managing Director, Ciga Spa, Italy. Prior to joining Starwood Hotels and Resorts Worldwide, Mr. Ballotti was a Banking Officer in the Commercial Real Estate Group at the Bank of New England.
BOB LOEWENChief Operating OfficerBob serves as our Chief Operating Officer. Prior to the spin-off of Wyndham Hotels & Resorts, served as Chief Operating Officer for Wyndham Hotel Group, where he also previously served as Chief Financial Officer. He joined Wyndham in 2000 as Director, Corporate Audit, prior to which he served as division controller for Becton Dickinson Healthcare Consulting.
MARY FALVEYChief Administrative OfficerMary serves as our Chief Administrative Officer, leading a wide range of human resources, corporate social responsibility, and operations functions across our global enterprise. Prior to the spin-off of Wyndham Hotels & Resorts, Mary served as Executive Vice President and Chief Human Resources Officer at Wyndham Worldwide. Before Wyndham, Mary served in several senior leadership positions at Cendant Corporation, including Executive Vice President of Global Human Resources for RCI and Vice President of Human Resources for the hotel division. Earlier in her career, she held various human resources positions at Nabisco.

Culture (2)

OUR VALUESIntegrity We hold ourselves to the highest standards. We’re responsible, truthful, and transparent. Accountability We honor our commitments and deliver results. Under any circumstance, we stand up and say, “Count on me.” Inclusive We respect differences in people, cultures, ideas, and experiences. Caring We never underestimate the power of compassion. We generously give our time, attention, and action. Fun When we have fun doing what we love, our guests love their experiences with us.
CULTUREAt Wyndham Hotels & Resorts, a set of values underpins our distinctive culture, drives our growth, nurtures innovation, and inspires the great experiences we create for team members and the people we serve. COUNT ON ME Our signature “Count on me” service culture encourages each team member to be responsive, be respectful, and deliver great experiences to our guests, partners and communities.
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