Night Audit (Universal Agent Ambassador)- Sports Illustrated Resort- Nashville

Wyndham Hotels & Resorts•Nashville, TN

1d•Onsite

About The Position

The Universal Agent Ambassador is responsible for greeting all guests in lobby, maintaining the flow of lobby traffic, offering general concierge services for guests; providing backup to Universal Agents to register guests in and out of the resort and to PBX as needed, while enhancing the overall guest experience with exceptional service. attributes. Essential Job Responsibilities Responsibilities include, but are not limited to: Greet guests, be a first point of contact for all lobby traffic and maintain lobby flow to reduce wait times. Completing check-out procedures, computes bills, collecting payment and making changes for guests as required during their stay, following the standard operating procedures. Displaying a high level of customer service and professionalism when interacting with all guests. Entering guest issues into WYNSOS program and following up with guest to ensure satisfaction with resolution. Completing checklist functions including bucket check, cash report, completing cash bank procedures including cash out procedures and petty cash procedures. Clean and restock front desk area. Stock amenities, assign units as necessary. Print emergency reports. Update the team of any reschedules or changes that may occur as they happen 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 in order to resolve guest request and/or complaints. Distributing guest and staff mail and messages as necessary. Balancing all cash receipts and work performed during the shift; perform a bucket check. Delivering general concierge services for all onsite guests by providing several ways of contact in order to address questions, concerns, and request in a promptly and satisfactory manner. Provide guest with information on local hot spots and activities. Make, confirm and cancel guests’ reservations or answer a variety of questions for guests pertaining to their reservations. Register guests and issue rooms keys in accordance with SOP. Smoothly transition guest 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 presentation in return for a “gift” associated with the 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. Preparing paperwork and arrival information on a daily basis to note guest scheduled to arrive to the location, along with preparing welcome gifts to be distributed to each family upon check-in. Preparing paperwork and arrival information for those guests’ schedule 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.

Requirements

High School diploma or equivalent
Minimum of one year of successful customer service experience in a hospitality/hotel environment.

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.
Completing check-out procedures, computes bills, collecting payment and making changes for guests as required during their stay, following the standard operating procedures.
Displaying a high level of customer service and professionalism when interacting with all guests.
Entering guest issues into WYNSOS program and following up with guest to ensure satisfaction with resolution.
Completing checklist functions including bucket check, cash report, completing cash bank procedures including cash out procedures and petty cash procedures.
Clean and restock front desk area.
Stock amenities, assign units as necessary.
Print emergency reports.
Update the team of any reschedules or changes that may occur as they happen 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 in order to resolve guest request and/or complaints.
Distributing guest and staff mail and messages as necessary.
Balancing all cash receipts and work performed during the shift; perform a bucket check.
Delivering general concierge services for all onsite guests by providing several ways of contact in order to address questions, concerns, and request in a promptly and satisfactory manner.
Provide guest with information on local hot spots and activities.
Make, confirm and cancel guests’ reservations or answer a variety of questions for guests pertaining to their reservations.
Register guests and issue rooms keys in accordance with SOP.
Smoothly transition guest 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 presentation in return for a “gift” associated with the 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.
Preparing paperwork and arrival information on a daily basis to note guest scheduled to arrive to the location, along with preparing welcome gifts to be distributed to each family upon check-in.
Preparing paperwork and arrival information for those guests’ schedule 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
Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
Wish day paid time to volunteer at an approved organization of your choice
401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
Legal and identify theft plan
Voluntary income protection benefits
Wellness program (subject to provider availability)
Employee Assistance Program