Orlando Informer

Manager

• Establish and continually refine Orlando Informer’s guest-recognition strategy, standards, and practices
• Develop consistent approaches for recognizing returning guests, milestones, and meaningful occasions
• Build processes for identifying recognition opportunities and sharing guest insights across teams
• Create scalable personalized hospitality practices as the community grows
• Establish guidelines for recognition spending, privacy, documentation, and follow-up
• Define success measures and evaluate effects on guest sentiment, loyalty, referrals, and repeat engagement
• Share program performance, guest insights, and recommendations with leadership
• Stay informed about hospitality and guest-experience design developments
• Build meaningful relationships with guests before, during, and after their experiences
• Learn guests’ preferences, interests, celebrations, traditions, and reasons for visiting
• Design and execute personalized moments and surprise-and-delight experiences
• Welcome and support returning guests and guests celebrating special occasions
• Provide attentive, discreet service while respecting privacy and personal boundaries
• Restore trust when service concerns present guest-experience opportunities
• Own and manage the annual guest-recognition budget
• Allocate funds, track spending, forecast needs, evaluate results, and maintain budget discipline
• Identify, evaluate, and coordinate with partners and negotiate pricing when appropriate
• Manage timing and execution of multiple recognition initiatives
• Maintain guest preferences, interaction notes, and recognition histories
• Prepare recognition plans and arrival information for Orlando Informer Meetup weekends
• Attend OI Meetup weekends to welcome guests, oversee recognition efforts, and respond in real time
• Partner with Guest Experience, Marketing & Sales, Engineering, and leadership
• Equip and train team members and seasonal employees on guest-recognition practices
• Share insights and best practices across the company
• Identify trends in guest feedback and improve experiences, products, and processes
• Recommend improvements to systems and tools supporting guest recognition
• Advocate internally for guest perspectives
• Proactively connect with prospective and returning guests about vacation plans
• Recommend relevant Meetup dates, theme-park admission products, and hotel options
• Follow up with interested guests and build relationships that encourage repeat visits, referrals, and engagement
• Contribute to outreach and sales goals while maintaining a personal, hospitality-led approach

Guest Recognition Manager