Associate, Guest Experience

Orlando, FLORIDA | 24 days

Job Summary


$94,138 Average salary of similar jobs | Check Salary...

Job Description

KPMG Lakehouse embodies the firm's rich culture and commitment to lifelong learning and innovation. A significant investment in its people, the Lakehouse is the cornerstone of a strategic learning transformation designed to ensure KPMG's continued ability to attract and retain the best talent, equip its professionals to help clients meet the challenges of a dynamic marketplace, and support innovation throughout the firm. Located in the master-planned community of Lake Nona in Orlando, the Lakehouse is a place for KPMG people to be inspired, recharge, reconnect, and refocus on new challenges and opportunities. Opening in January 2020, it will feature 800 single-occupancy guest rooms, 90 learning and innovation spaces, a 1,000-seat assembly hall, and an Ignition Center where professionals can meet with clients to explore potential disruptors, new business models, and breakthrough solutions. The 55-acre site will also include multiple dining areas, a separate social venue and numerous fitness and recreational amenities to support the firm's focus on health and well-being.

KPMG is currently seeking an Associate, Guest Experience, to join our KPMG Lakehouse organization.


  • Collaborate with the Manager of Guest Experience on all guest engagement features are executed as planned, including but not limited to, pre-post participant communication, arrival experience, on-site service delivery and departure experiences
  • Categorize feedback and key areas from the Guest Experience Survey; follow-up with Partners and KPMG Professionals via email and/or phone on specific comments from survey
  • Create and maintain a database related to the review, categorization and documentation of all verbatim comments and key feedback areas (by accountability) from Program Delivery Team Survey
  • Schedule sessions with key Lakehouse leaders to review feedback and provide actionable items and follow up process
  • Facilitate focus groups on-site at Lakehouse in order to obtain direct comments/feedback from partners and professionals on their experience
  • Collaborate with other Lakehouse teams to ensure consistency within Digital Signage/CMS


  • Minimum one year of experience within a high performing corporate organization; preferably from the hospitality industry
  • Bachelor’s degree from an accredited college or university
  • Strong verbal/written communication skills 
  • Ability to multi-task and prioritize
  • Ability to communicate with and work effectively with all levels within a matrix organization, including firm leadership

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

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