Sr. Universal Agent

Travel + Leisure Co.•Clearwater, FL

16d•Onsite

About The Position

The Sr. Universal Agent - Team Lead is responsible for delivering a high-quality guest arrival, front desk, concierge, and marketing experience while generating qualified tours for the site’s sales team. This role supports guest registration, check-out, resort service recovery, tour qualification, scheduling, and follow-up efforts in accordance with company standards and compliance requirements. The position also assists other Universal Agents with guest engagement, closing support, coaching, and daily execution to help drive production and operational consistency. This role serves as a positive and professional brand ambassador while supporting both the guest experience and the financial performance of the location.

Requirements

High School diploma, GED, or equivalent.
Excellent verbal and written communication skills; must maintain a high level of professionalism at all times.
Demonstrated ability to work under pressure in a fast-paced hospitality and marketing environment.
Strong interpersonal skills with the ability to engage guests, build rapport, and present marketing offers confidently.
Ability to effectively coach, support, and provide feedback to other Universal Agents.
Ability to efficiently multi-task and prioritize guest service, front desk operations, and marketing responsibilities.
Ability to screen and qualify potential customers based on company guidelines.
Ability to carry out responsibilities in accordance with company policies, compliance standards, applicable laws, and resort-level procedures.
Ability to support team performance goals while maintaining individual production standards.
Microsoft Programs, including Word, Excel, and Outlook; general computer skills and smart devices; WYNSOS and other resort or marketing systems as required; telephone/PBX systems and two-way radio communication.
Minimum of one year of successful customer service experience in a hospitality or hotel environment required.

Nice To Haves

One year of sales and/or marketing experience preferred.
Vacation ownership experience preferred.
Prior experience assisting, coaching, or supporting peers in a team environment preferred.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Responsibilities

Greet, register, establish credit, issue keys, complete check-out procedures, compute bills, collect payment, support front desk functions, enter and follow up on guest issues, complete required checklists, cash procedures, bucket checks, stocking, emergency reports, and maintain a professional guest experience throughout the arrival and departure process.
Smoothly transition guests from the check-in experience into the marketing function by presenting the opportunity to participate in a vacation ownership sales presentation in exchange for locally offered premiums. (40% time)
Prescreen, qualify, schedule, manifest, and update tour information in accordance with company policies, compliance standards, FOC requirements, and regional performance expectations. Maintain minimum performance standards for qualified tours processed at the site and communicate reschedules or changes to the appropriate administrative team as they occur. (20% time)
Assist other Universal Agents with guest engagement, qualification, scheduling, closing support, objection handling, follow-up strategy, and production execution. Provide peer coaching, feedback, and in-the-moment support as appropriate to help improve team performance and consistency. (15% time)
Deliver general concierge services by responding to guest questions, concerns, and requests in a prompt and satisfactory manner. Provide information on resort amenities, local restaurants, attractions, activities, reservations, and area recommendations while maintaining a guest-first approach. (10% time)
Call and/or follow up with guests who do not commit to tour at check-in; prepare and distribute door hangers or other materials; prepare daily and future arrival paperwork, welcome gifts, and pre-call materials; partner with resort staff and leadership to review arrival information, identify qualified opportunities, set guest expectations, answer telephones/PBX, communicate with other departments, distribute mail or messages, post applicable charges, balance receipts, and perform other duties as needed. (15% time)