Guest Services (Universal Agent Ambassador)- Sports Illustrated Resort- Nashville

About Travel + Leisure Co.

Travel + Leisure Co. is the world’s leading vacation membership and leisure travel company, offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year.

The Universal Agent Ambassador is responsible for greeting all guests in the lobby, maintaining lobby traffic flow, offering general concierge services, and providing backup to Universal Agents for guest registration and PBX needs, while enhancing the overall guest experience with exceptional service.

• Greet guests and act as the first point of contact, reducing wait times.
• Complete check‑out procedures, compute bills, collect payments, and make changes during stays per SOP.
• Display a high level of customer service and professionalism with all guests.
• Enter guest issues into the WYNSOS program and follow up to ensure resolution satisfaction.
• Perform checklist functions, including bucket checks, cash reports, and cash‑bank procedures.
• Clean and restock the front desk area; stock amenities and assign units as necessary.
• Print emergency reports and update the team on reschedules or changes regarding tours.
• Keep up‑to‑date with email communications; answer telephones/PBX and direct calls with proper etiquette.
• Receive and resolve guest requests or complaints, coordinating with other departments via telephone or two‑way radio.
• Distribute guest and staff mail and messages as needed.
• Balance all cash receipts and perform bucket checks during each shift.
• Deliver general concierge services, offering multiple contact methods for prompt and satisfactory responses.
• Provide guests with information on local hot spots and activities.
• Make, confirm, and cancel reservations and answer related questions.
• Register guests and issue room keys according to SOP.
• Introduce guests to the opportunity to participate in a Travel + Leisure Co. presentation and manage associated gifts linked to local premiums.
• Prescreen guests to meet qualification standards for presentation participation.
• Manifest each family scheduled to tour and report to the appropriate administrative team.
• Prepare paperwork and arrival information for guests scheduled to arrive, and distribute welcome gifts upon check‑in.
• Pre‑call arriving guests to introduce the property, provide area information, and set expectations for the arrival and check‑in process.

• High School diploma or equivalent.
• Minimum one year of successful customer service experience in a hospitality/hotel environment.
• Vacation ownership experience preferred.
• Equivalent experience in lieu of the education requirement may be accepted.

• Health, dental, and vision coverage.
• Flexible spending accounts.
• Life, accidental coverage, and disability benefits.
• Paid time off, parental leave, and holidays (subject to position).
• Voluntary income protection benefits.
• Wellness program.
• Employee Assistance Program.
• 401(k) with employer match (subject to eligibility).
• Paid day to volunteer at an approved organization.
• Complimentary parking Downtown Nashville.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to , including the title and location of the position for which you are applying.