In House Marketer - Universal Agent

Job Summary

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Responsibilities include, but are not limited to:

• Greeting, registering, establishing credit and issuing keys to guests in accordance with standard operating procedures.
• Completing check‑out procedures, computing bills, collecting payment and making changes for guests as required during their stay.
• Displaying a high level of customer service and professionalism when interacting with all guests.
• Entering guest issues into the WYNSOS program and following up to ensure satisfaction with resolution.
• Completing checklist functions including bucket check, cash report, cash bank procedures and petty cash procedures.
• Cleaning and restocking the front desk area, stocking amenities and assigning units as necessary.
• Printing emergency reports and smoothly transitioning guests after check‑in into the marketing function of introducing the guest to the opportunity of participating in a Wyndham Vacation Ownership presentation.
• Prescreening each guest to meet the qualification standards and FOC requirements associated with participation in the Wyndham Vacation Ownership presentation experience.
• Manifesting each family that is scheduled to tour and reporting this information to the appropriate administrative team.
• Updating the team of any reschedules or changes that may occur as they happen and maintaining minimum performance standards set forth by the region in regard to the net number of qualified tours processed at the site.
• Delivering general concierge services for all onsite guests by providing several ways of contact in order to address questions, concerns, and requests promptly and satisfactorily (50% time).
• Calling and/or following up with guests who do not commit to a tour at the time of check‑in by contacting rooms after they check in or the morning after to reintroduce the offer (15% time).
• Preparing door hangers and other material to distribute in an effort to contact families who are not easily accessible by calling the room (15% time).
• Preparing paperwork and arrival information on a daily basis to note guests scheduled to arrive, along with preparing welcome gifts to be distributed to each family upon check‑in (10% time).
• Answering telephones/PBX and directing calls utilizing proper etiquette; receiving guest requests and/or complaints and ensuring appropriate actions have been taken (10% time).
• Balancing all cash receipts and performing bucket checks during the shift and posting charges to folio for faxes, copies, laundry or charges from the food, beverage or convenience store outlets (10% time).
• Performing other duties as needed.

None

• Education:
  
  High School diploma or equivalent.
• Knowledge and
  
  Skills:
  
  Demonstrate ability to work under pressure, good interpersonal skills and good written and oral communication skills.
• Technical
  
  Skills:
  
  Microsoft Programs.
• Job
  
  Experience:
  
  Minimum of one year of successful customer service experience in a hospitality/hotel environment. Vacation ownership experience preferred. Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
• Complexity Level of Decision Making Authority:
  Assign rooms at the resort, compensate tour for attending sales presentation, qualify tour for sales presentation invitation, schedule time slot.
• Level of Autonomy:
  
  N/A
• Impact of Incumbent’s Decisions on the Organization:
  Customer Service level could positively or negatively impact Medallia scores for the resort. Miss qualifying a tour for sales presentation invitation could result on premium gift budget being spent on unqualified guest.
• Supervisory Responsibility:
  None
• Scope/Financial Responsibility:
  Customer Service level could positively or negatively impact Medallia…