[Hiring] Guest Recognition Manager @Orlando Informer

Role Description

The Guest Recognition Manager will own Orlando Informer’s guest-recognition program, establishing the strategy, standards, and practices that allow us to create deeply personal and memorable experiences.

• Learn what matters to our guests, recognize meaningful occasions and relationships, and turn thoughtful ideas into moments that make people feel genuinely known.
• Look beyond traditional customer service to find opportunities for emotional connection, transforming birthdays, anniversaries, first visits, family traditions, and even ordinary moments into lasting memories.
• Build relationships through proactive outreach, recommending relevant Orlando Informer Meetup dates, tickets, and hotel options.
• Collaborate across the business and have meaningful ownership of how we establish a new standard for guest recognition in the theme-park industry.

Qualifications

• Four or more years of experience in luxury hospitality, guest relations, concierge services, customer experience, or another high-touch service environment.
• Experience owning a guest-facing program, initiative, or area of responsibility.
• Experience managing budgets, vendors, projects, or complex experience details.
• A genuine fascination with people and a natural ability to make them feel comfortable, understood, and appreciated.
• Exceptional emotional intelligence, empathy, discretion, and interpersonal judgment.
• The creativity to imagine memorable experiences and the organizational ability to execute them successfully.
• Excellent written and verbal communication skills.
• Strong project-management skills and close attention to detail.
• The ability to exercise independent judgment and make thoughtful decisions with limited direction.
• The ability to manage multiple guest experiences, deadlines, and priorities simultaneously.
• Confidence initiating conversations and building relationships with prospective and returning guests.
• A consultative approach to recommending products that begins with listening and understanding.
• Comfort handling personal guest information responsibly and confidentially.
• The ability to remain composed, resourceful, and gracious when plans change.
• A deep knowledge of and passion for Central Florida’s theme parks.
• A high school diploma or GED. A degree in hospitality, event management, communications, marketing, or a related field is preferred.

Requirements

• Own the guest-recognition program.
• Establish and continually refine Orlando Informer’s guest-recognition strategy, standards, and practices.
• Develop a thoughtful, consistent approach to recognizing returning guests, important milestones, and meaningful occasions.
• Build processes for identifying recognition opportunities and sharing relevant guest insights across teams.
• Create scalable ways to deliver personalized hospitality as our community grows.
• Establish appropriate guidelines for guest recognition, spending, privacy, documentation, and follow-up.
• Define measures of success and evaluate the program’s effect on guest sentiment, loyalty, referrals, and repeat engagement.
• Share program performance, guest insights, and recommendations with leadership.
• Stay informed about developments in hospitality and guest-experience design, bringing relevant ideas to Orlando Informer.
• Build meaningful relationships with guests before, during, and after their Orlando Informer experiences.
• Design and execute personalized moments that make guests feel individually known and valued.
• Manage planning, partnerships, and execution of guest-recognition initiatives.
• Collaborate with various teams to create cohesive guest experiences.
• Proactively connect with prospective and returning guests to learn about their vacation plans and what they hope to experience.

Benefits

• $62,000–$72,000 annually.
• Health, vision, dental, and life insurance.
• 10 paid holidays; all full-time employees are eligible for our unlimited paid time off policy.
• 6% company-matched 401(k) plan.
• Orlando theme-park access.

Availability requirements

• This is a remote position, but Florida residency is required.
• Occasional evening work (15-20 nights per year) may be necessary based on business needs.
• Full, in-person availability is required during Orlando Informer Meetup weekends.
• All-day availability is required for our currently announced 2026 OI Meetup dates: November 13–14; December 3–5, 10–12, and 16–18.