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

Travel + Leisure Co.•Nashville, TN

6d•Onsite

About The Position

The Universal Agent Ambassador is responsible for greeting all guests in the lobby, maintaining the flow of lobby traffic, and offering general concierge services for guests. This role provides backup to Universal Agents for registering guests in and out of the resort and to PBX as needed, all while enhancing the overall guest experience with exceptional service attributes.

Requirements

High School diploma or equivalent
Minimum of one year of successful customer service experience in a hospitality/hotel environment.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Nice To Haves

Vacation ownership experience preferred

Responsibilities

Greet guests, be a first point of contact for all lobby traffic and maintain lobby flow to reduce wait times.
Complete check-out procedures, compute bills, collect payment and make changes for guests as required during their stay, following standard operating procedures.
Display a high level of customer service and professionalism when interacting with all guests.
Enter guest issues into WYNSOS program and follow up with guests to ensure satisfaction with resolution.
Complete checklist functions including bucket check, cash report, cash bank procedures, cash out procedures, and petty cash procedures.
Clean and restock the front desk area.
Stock amenities and assign units as necessary.
Print emergency reports.
Update the team of any reschedules or changes that may occur regarding tours.
Keep up-to-date on email communications.
Answer telephones/PBX and direct calls utilizing proper etiquette.
Receive guest requests and/or complaints and ensure that appropriate actions have been taken.
Communicate with other departments as needed, via telephone and two-way radio, to resolve guest requests and/or complaints.
Distribute guest and staff mail and messages as necessary.
Balance all cash receipts and work performed during the shift; perform a bucket check.
Deliver general concierge services for all onsite guests by providing several ways of contact to address questions, concerns, and requests promptly and satisfactorily.
Provide guests with information on local hot spots and activities.
Make, confirm, and cancel guest reservations or answer a variety of questions for guests pertaining to their reservations.
Register guests and issue room keys in accordance with SOP.
Transition guests after the check-in process is completed into the marketing function of introducing the guest to the opportunity of participating in a Travel and Leisure Co. presentation in return for a "gift" associated with locally offered premiums.
Prescreen each guest with professionalism to meet the qualification standards and FOC requirements associated with participation in the Travel and Leisure Co. presentation experience.
Manifest each family that is scheduled to tour, by reporting this information to the appropriate administrative team responsible for this function.
Prepare 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.
Prepare paperwork and arrival information for guests scheduled to arrive in the future for the purpose of "pre-calling" arriving guests to introduce the property, give area information, and set expectations of the arrival and check-in process.

Benefits

Medical
Dental
Vision
Flexible spending accounts
Life and accident coverage
Disability
Paid time off (for eligible associates)
Parental leave (for eligible associates)
Holidays (for eligible associates)
Wish day paid time to volunteer at an approved organization of your choice
401k with employer match (subject to eligibility requirements, including tenure)
Legal and identify theft plan
Voluntary income protection benefits
Wellness program (subject to provider availability)
Employee Assistance Program
Complimentary Parking Downtown Nashville