Guest Experience Host

About the role

Travel + Leisure Co. is a global vacation ownership and travel membership business with a wide range of resort, travel club, and lifestyle travel brands. The company’s purpose is to help people enjoy more vacations, and this role plays an important part in creating smooth, welcoming, and memorable guest experiences.

The Guest Experience Host works from the resort front office and supports both guest service and sales-related activities. The role is focused on front desk operations, guest engagement, tour and presentation scheduling, and delivering service that reflects the company’s hospitality standards.

Reporting structure

This position reports directly to the Front Office Manager and also has a dotted-line reporting relationship with the Regional GEH Manager. There are no direct reports attached to this role.

Key working relationships

You will work closely with the Resort Operations and Sales teams internally, and interact primarily with guests externally.

Core purpose

The main objective of this role is to support the company’s mission by working collaboratively to:

• Generate and deliver sales appointments for guest types through the onsite sales team or livestream.
• Run day-to-day front desk activities such as welcoming owners and guests, registering arrivals, sharing local attraction information, completing paperwork, and using communication tools like telephones, fax machines, and computers.

Company values

The organisation’s HEART values guide daily work:

• Hospitality — treating everyone like family
• Engagement — delivering on promises
• Accountability — owning the impact of actions
• Respect — considering others in every interaction
• Teamwork — succeeding together

Responsibilities

• Arrange resident onsite guests for Owner Updates or Club presentations during their stay, where suitable.
• Help the team achieve monthly tour budgets and penetration targets.
• Support the tour generation process so prospects meet the company’s qualification criteria.
• Work through the required shift checklist for morning, middle, or evening duties.
• Support owners and guests with pre-calls, welcome greetings, escorts, porter service, courtesy follow-ups, tourist information, restaurant and tour bookings, room assistance, troubleshooting, and deliveries.
• Carry out front desk responsibilities such as guest registration, communication system monitoring, entering tour bookings into Salesforce, luggage handling, check-in and check-out processes, cash balancing, travel and tour enquiries, reservations, night audit tasks, and telephone duties as needed.
• Use administrative tools and systems confidently, including email, Word, Excel, PABX, RMS, Salesforce, credit card settlement machines, and fax equipment.
• Attend training sessions and team meetings when required.
• Provide informed advice about the local area, including events, restaurants, shops, and transport options.
• Maintain strong knowledge of Club Wyndham memberships, rules, room types, rates, and availability.
• Understand the resort facilities thoroughly.
• Support room sales to walk-in and non-owner guests.
• Manage web availability for non-owner sales opportunities.
• Help grow incidentals revenue and promote tours and other upsell opportunities.
• Follow the correct process for lost property.
• Record and report maintenance issues in guest rooms and public areas.
• Follow resort security procedures at all times.
• Keep office supplies stocked and updated.
• Obtain the proper approvals before requesting services or buying items.
• Take part in ongoing coaching and training to maintain high hospitality standards.
• Maintain a neat professional appearance and keep the reception and foyer clean and orderly.
• Build and maintain working relationships with vendors.
• Act professionally and in line with state and federal laws, company policies, and ethical expectations.
• Follow company procedures and best-practice work methods consistently.
• Stick to the roster and arrive on time for shifts.
• Carry out maintenance, housekeeping, and general support tasks when needed.
• Work as part of the team to meet business and departmental objectives, including sales and marketing goals.
• Complete any other reasonable duties within your capability as assigned by the manager.
• Comply with the company’s OH&S policy, procedures, and any lawful instruction provided.
• Do not place yourself or others at risk and do not misuse safety equipment or interfere with workplace health and safety measures.
• Demonstrate hospitality, innovation, integrity, and leadership in everyday work.

Candidate profile

The ideal candidate brings a polished personal presentation, strong communication skills, a customer-first mindset, and the ability to work across both service and sales tasks. Comfort with systems and a proactive, persistent approach are also important.

Additional information

A strong candidate has already been identified for this opening.

Equal opportunity and support

The employer is an equal opportunity organisation and considers all applications without regard to protected characteristics. If you need reasonable adjustments during the application or recruitment process, you can request support through the company’s careers contact, mentioning the job title and location.

Who will succeed in this role

• People who present themselves professionally and maintain high grooming standards.
• Candidates with strong verbal and written communication skills.
• Individuals who deliver excellent guest service and build rapport quickly.
• Those who are comfortable using computers and sales-related software.
• Applicants who are solution-focused, persuasive, enthusiastic, and results-driven.
• People who can work independently as well as collaboratively across teams.