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Resort representative

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Virgin Atlantic

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Location:
United States , Orlando, Florida

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

As a Resort Representative, you’ll deliver exceptional, personalised service, both face-to-face and through digital channels to our guests across resorts in the USA & Canada. You’ll engage with customers from arrival through to departure, ensuring their holiday experience is seamless, enjoyable, and memorable. You’ll play a key role in driving our Net Promoter Score (NPS) by resolving issues efficiently and taking ownership to go the extra mile for our customers.

Job Responsibility:

  • Welcome and connect with customers on arrival, creating a strong first impression
  • Build relationships with hotel front desk teams to enhance the guest experience
  • Provide tailored advice and recommendations to improve customers’ holidays
  • Deliver high-touch, in-person support while confidently engaging customers through digital channels where needed
  • Complete daily reporting and tracking in line with company policy
  • Deliver effective service recovery, focusing on first contact resolution
  • Manage complaints with empathy, speed, and a solution-focused mindset
  • Record all interactions accurately within CRM systems
  • Maintain clear communication with UK head office and internal teams
  • Support emergency procedures across the USA & Canada when required
  • Contribute ideas to improve customer experience and team performance

Requirements:

  • Proven customer service experience, ideally within hospitality, travel, or airlines
  • Strong communication skills with a professional and friendly approach
  • Ability to manage complaints calmly and effectively
  • High attention to detail and organisational skills
  • Confidence working independently in a fast-paced environment
  • Strong time management and ability to handle high volumes of work
  • Experience with Microsoft Office and CRM systems (e.g. Dynamics)
  • Comfortable delivering both high-touch, in-person service and digital customer support, adapting to different customer needs
  • The right to live and work in the United States

Nice to have:

Knowledge of Orlando / Florida resorts and attractions is desirable

What we offer:
  • medical, dental and vision coverage for employees and eligible dependents
  • short- and long-term disability
  • holidays
  • paid personal time off
  • non-revenue travel privileges
  • 401(k)

Additional Information:

Job Posted:
March 21, 2026

Expiration:
March 31, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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