In House Marketer - Universal Agent

Travel + Leisure Co.•Clearwater, FL

1d•Onsite

About The Position

The Universal Agent is responsible for greeting and registering guests in and out of the resort, offering general concierge services, and providing qualified tours to the site’s sales team, while enhancing the overall guest experience with exceptional service. This role is with Travel + Leisure Co., the world’s leading vacation ownership and travel membership company, known for its dynamic portfolio of resort, travel club, and lifestyle travel brands. The company emphasizes innovation, growth, and providing exceptional experiences for millions of travelers worldwide.

Requirements

High School diploma or equivalent
Demonstrate ability to work under pressure
Good interpersonal skills
Good written and oral communication skills
Microsoft Programs proficiency
Minimum of one year of successful customer service experience in a hospitality/hotel environment
Vacation ownership experience preferred

Nice To Haves

Vacation ownership experience

Responsibilities

Greeting, registering, establishing credit, and issuing keys to guests.
Completing check-out procedures, computing bills, collecting payment, and making changes for guests.
Displaying a high level of customer service and professionalism when interacting with all guests.
Entering guest issues into the WYNSOS program and following up with guests 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 to introduce them to the Wyndham Vacation Ownership presentation opportunity in return for a "gift".
Prescreening guests to meet qualification standards and FOC requirements for the Wyndham Vacation Ownership presentation.
Manifesting families scheduled to tour and reporting this information to the appropriate administrative team.
Updating the team of any reschedules or changes.
Maintaining minimum performance standards for net qualified tours processed.
Keeping up-to-date on email communications.
Delivering general concierge services by addressing guest questions, concerns, and requests promptly.
Providing guests with information on local hot spots and activities.
Making, confirming, and canceling guest reservations, or answering questions pertaining to reservations.
Calling and following up with guests who did not commit to a tour at check-in, by contacting rooms or the morning after to reintroduce the offer.
Preparing door hangers and/or other materials to distribute to contact families who are not easily accessible by calling the room.
Preparing paperwork and arrival information daily for arriving guests, and preparing welcome gifts.
Preparing paperwork and arrival information for future guests for "pre-calling" to introduce the property, give area information, and set expectations.
Answering telephones/PBX and directing calls using proper etiquette.
Receiving guest requests and/or complaints and ensuring appropriate actions are taken.
Communicating with other departments via telephone and two-way radio to resolve guest requests and/or complaints.
Distributing guest and staff mail and messages.
Balancing all cash receipts and work performed during the shift; performing a bucket check.
Posting charges to folio for faxes, copies, laundry, or charges from food, beverage, or convenience store outlets.
Performing other duties as needed.