USA In Resort Representative

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.

• 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.

We’re looking for someone who thrives on delivering high-quality, personal customer service and building genuine connections with customers and partners.

• 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.

• Knowledge of Orlando / Florida resorts and attractions is desirable.

• The right to live and work in the United States.

If you’re passionate about delivering outstanding, personal and adaptable service across both in-person and digital experiences and enjoy working in a dynamic, customer-focused environment, we’d love to hear from you.

Virgin offers comprehensive benefits packages to meet the needs and wellbeing of our employees and their families. For eligible U.S. based employees, our benefits include 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), and much more.

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([email protected]) feeling confident that we’ve got your individual considerations covered.