Front Desk​/Universal Agent Associate- Sports Illustrated Resort- Chicago

Overview

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic portfolio of resort, travel club, and lifestyle travel brands. Our associates help the company achieve its mission to put the world on vacation, delivering innovation and growth that keep work engaging and focused on turning vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Universal Agent Ambassador is responsible for greeting all guests in the lobby, maintaining lobby flow, offering general concierge services, and providing backup to Universal Agents to register guests in and out of the resort and to the PBX as needed. The role enhances the guest experience through exceptional service.

• Greet guests, be the first point of contact for lobby traffic, and maintain lobby flow to reduce wait times.
• Complete check-out procedures, compute bills, collect payments, and make changes as required during guests’ stays following standard operating procedures.
• Display a high level of customer service and professionalism when interacting with all guests.
• Enter guest issues into WYNSOS and follow up to ensure satisfaction with resolution.
• Complete checklist functions including bucket checks, cash reports, and cash bank and petty cash procedures.
• Clean and restock the front desk area; stock amenities and assign units as necessary.
• Print emergency reports; update the team on any changes or reschedules regarding tours; stay current on email communications.
• Answer telephones/PBX, direct calls with proper etiquette; receive guest requests/complaints and ensure appropriate actions are taken.
• Communicate with other departments via telephone and two-way radio to resolve guest requests and/or complaints; distribute guest and staff mail/messages as needed.
• Balance all cash receipts and complete shift duties, including bucket checks.
• Deliver general concierge services for onsite guests and provide information on local hot spots and activities; make/confirm/cancel reservations and answer questions about reservations.
• Register guests and issue rooms keys in accordance with SOP; introduce guests to Wyndham Vacation Ownership presentation opportunities in return for a locally offered gift.
• Prescreen guests to meet qualification standards and FOC requirements for Wyndham Vacation Ownership presentation participation.
• Track and report scheduled tours to the appropriate administrative team.
• Prepare arrival paperwork and welcome gifts; prepare future arrival information for pre-call outreach to arriving guests to set expectations for arrival and check-in.
• Prepare and communicate guest arrival information daily for upcoming arrivals.

N/A

Education – High School diploma or equivalent

Knowledge and Skills – Ability to work under pressure, strong interpersonal skills, and strong written and oral communication skills.

Technical Skills – Proficiency with Microsoft programs.

• Minimum of one year of successful customer service experience in a hospitality/hotel environment.
• Vacation ownership experience is preferred.
• Experience equivalent to the education requirement may be accepted in lieu of education requirement.

• Ability to assign rooms at the resort; qualify and schedule tours for sales presentations; resolve guest issues within company standards and resort processes.
• Level of autonomy:
  
  N/A
• Impact on organization:
  Customer service levels could positively or negatively impact Medallia scores for the resort.
• Misqualification of tours could affect premium gift budget.

No direct reports.

We offer a diverse range of health and welfare benefits to associates who work 30 or more hours per week, with some benefits available based on hours and applicable law. Benefits include medical, dental, vision, flexible spending accounts, life and accident coverage, disability, paid time off where eligible, 401(k) with employer match (subject to eligibility), legal/identity protection, voluntary income protection, wellness program, Employee…