Guest Recognition Manager
Orlando Informer is reshaping what’s possible in theme-park hospitality. We create distinctive experiences and lifelong memories for families from around the world. We’re looking for an exceptionally thoughtful hospitality professional to lead how we recognize, understand, and celebrate our guests.
Founded in 2011, Orlando Informer is a theme-park vacation-planning company that helps millions of people each year plan better visits to Orlando’s biggest destinations. Since 2015, our signature private events, the Orlando Informer Meetup, have given thousands of guests after-hours access and unique experiences at their favorite theme parks. Orlando Informer is also an authorized retailer of theme-park tickets and hotel stays.
About the role
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.
You’ll learn what matters to our guests, recognize meaningful occasions and relationships, and turn thoughtful ideas into moments that make people feel genuinely known. You’ll 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.
This role requires curiosity, creativity, discretion, and exceptional emotional intelligence. You should naturally notice the details others miss, enjoy learning people’s stories, and feel energized by bringing thoughtful ideas to life. You’ll balance imagination with strong organization, sound judgment, budget stewardship, and disciplined execution.
You’ll also build relationships through proactive outreach. By learning what prospective and returning guests hope to experience, you’ll recommend relevant Orlando Informer Meetup dates, tickets, and hotel options. These conversations should feel like a natural extension of our hospitality: personal, helpful, and centered on the guest.
Orlando Informer is a small, nimble, remote-first company, so you’ll collaborate across the business and have meaningful ownership of how we establish a new standard for guest recognition in the theme-park industry.
What you’ll do
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 .
Create personalized guest experiences
- Build meaningful relationships with guests before, during, and after their Orlando Informer experiences.
- Learn about guests’ preferences, interests, celebrations, traditions, and reasons for visiting.
- Design and execute personalized moments that make guests feel individually known and valued.
- Develop creative surprise-and-delight experiences, from small gestures to more elaborate moments.
- Welcome and support returning guests and those celebrating special occasions.
- Provide attentive, discreet service while respecting guest privacy and personal boundaries.
- Recognize when a service concern presents an opportunity to restore trust and create a positive, lasting memory.
- Ensure that every gesture feels personal and sincere rather than scripted or trans