Guest Experience Specialist

Picture this: a family pulls up after a long drive, tired but excited — and you're the first smiling face they see. You hand them their welcome packet, point them toward the pool, and just like that, their vacation officially begins. That's a typical moment in the life of a Villatel Guest Experience Specialist.

As a Guest Experience Specialist, you're the heartbeat of the guest journey — from the first "hello" before arrival, to the warm welcome at check-in, all the way through to a fond farewell at check-out. You'll wear the Welcome Ambassador hat, handle calls for both our Apartments by Marriott Bonvoy and our Villa guests, and be the person guests turn to when they need a dinner recommendation, a maintenance fix, or just someone who genuinely cares about their stay.

What your day looks like:

• Guiding guests through check-in and check-out, and answering questions about resort amenities and services
• Playing local expert — recommending restaurants, attractions, and activities, and arranging reservations or transportation
• Responding to guest questions, requests, and concerns quickly and warmly, whether that's in person, by phone, or online
• Teaming up with operations, maintenance, and dispatch to get guest requests handled and issues resolved without a hitch
• Working closely with dispatch to relay guest needs, prioritize what matters most, and keep resources moving efficiently
• Listening to guest feedback — the good and the constructive — and passing it along to the right teams so we keep getting better
• Keeping the administrative side running smoothly: guest paperwork, payment processing, and accurate records of every interaction

What you bring:

• High school diploma or equivalent (Associate's or Bachelor's in Hospitality Management, Business Administration, or related field preferred)
• A genuine love for hospitality and a drive to exceed expectations at every turn
• Experience in customer service or hospitality, with a track record of creating memorable experiences
• Strong communication skills — you know how to connect with guests, colleagues, and leadership alike
• Sharp problem-solving instincts and the ability to think on your feet
• A collaborative spirit — you thrive working across departments toward one shared goal
• An eye for detail and the resourcefulness to get every guest request right
• Flexibility to work evenings, weekends, and holidays as the resort's rhythm demands

Villatel is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any legally protected status.