Universal Agent Ambassador

Job Summary 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 PBX as needed. The role enhances the overall guest experience with exceptional service.

Essential Job Responsibilities

• Greet guests and serve as the first point of contact; maintain lobby traffic flow to reduce wait times.
• Complete check‑out procedures, compute bills, collect payment, and make changes as required, following standard operating procedures.
• Display a high level of customer service and professionalism when interacting with all guests.
• Enter guest issues into the WYNSOS program and follow up to ensure satisfaction with the resolution.
• Perform checklist functions including bucket check, cash report, cash bank procedures, and petty cash procedures.
• Clean and restock front desk area; stock amenities and assign units as necessary.
• Print emergency reports and update the team on reschedules or changes affecting tours.
• Answer telephones/PBX calls, 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 complaints.
• Distribute guest and staff mail and messages as necessary.
• Balance all cash receipts, perform a bucket check.
• Deliver general concierge services, providing contact options to address questions, concerns, and requests promptly and satisfactorily.
• Provide guests with information on local hotspots and activities.
• Make, confirm, and cancel reservations; answer reservation‑related questions.
• Register guests and issue room keys in accordance with SOP.
• Transition guests after check‑in into the marketing function, introducing opportunities to participate in a Wyndham Vacation Ownership presentation.
• Prescreen guests to meet qualification standards for the presentation experience.
• Manifest each family scheduled to tour by reporting to the appropriate administrative team.
• Prepare daily paperwork and arrival information to note scheduled guests and distribute welcome gifts.
• Prepare paperwork for future guests to facilitate pre‑calling and set expectations for arrival and check‑in.

N/A

• Education:
  
  High School diploma or equivalent.
• Experience:
  
  Minimum of one year of successful customer service experience in a hospitality/hotel environment; vacation ownership experience preferred.
• Skills:
  
  Ability to work under pressure; strong interpersonal, written, and oral communication skills.
• Technical:
  Proficiency with Microsoft Programs.

• Assign rooms, compensate tours for attending sales presentation, qualify tours for presentation invitation, schedule time slots.
• Resolve guest issues within company standards and resort‑level processes.

We offer a comprehensive benefits package for associates working 30 or more hours per week, including medical, dental, vision, flexible spending accounts, life and accident coverage, disability, paid time off, parental leave, holidays, 401(k) with employer match, and additional wellness and volunteer opportunities. Temporary and seasonal associates are ineligible for paid time off.

• Medical, Dental, Vision
• Flexible spending accounts
• Life and accident coverage
• Disability insurance
• Paid time off, parental leave, holidays
• 401(k) with employer match
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.