In House Marketer - Universal Agent

Wyndham Hotels & Resorts•Clearwater, FL

11h•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., a leading vacation ownership and travel membership company.

Requirements

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

Nice To Haves

Vacation ownership experience preferred.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

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.
Entering guest issues into WYNSOS program and following up with guests.
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.
Printing emergency reports and transitioning guests to the marketing function for Wyndham Vacation Ownership presentations.
Prescreening guests to meet qualification standards and FOC requirements for presentations.
Manifesting families scheduled to tour and reporting this information to the administrative team.
Updating the team of any reschedules or changes.
Maintaining minimum performance standards for qualified tours processed.
Keeping up-to-date on email communications.
Delivering general concierge services for onsite guests, addressing questions, concerns, and requests promptly.
Providing guests with information on local hot spots and activities.
Making, confirming, and canceling guest reservations, and answering reservation-related questions.
Calling and following up with guests who did not commit to a tour at check-in.
Preparing door hangers and/or other materials to distribute to contact families.
Preparing paperwork and arrival information for arriving guests, including preparing welcome gifts.
Preparing paperwork and arrival information for future guests for "pre-calling" to introduce the property, provide 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, and performing a bucket check.
Posting charges to folio for services like faxes, copies, laundry, or outlet charges.
Performing other duties as needed.