Universal Agent Ambassador

Wyndham Hotels & Resorts•Clearwater, FL

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. This role provides backup to Universal Agents for registering guests in and out of the resort and assisting with PBX as needed, all while enhancing the overall guest experience with exceptional service attributes. Travel + Leisure Co. is a leading vacation ownership and travel membership company dedicated to putting the world on vacation through its dynamic portfolio of brands. Innovation and growth are key to keeping the work interesting and fun, offering daily opportunities to learn and transform vacation inspiration into 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
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, serve as the first point of contact for all lobby traffic, and maintain lobby flow to reduce wait times.
Complete check-out procedures, compute bills, collect payments, and make change for guests, adhering to standard operating procedures.
Display a high level of customer service and professionalism when interacting with all guests.
Enter guest issues into the WYNSOS program and follow up to ensure satisfaction with the 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 on any reschedules or changes regarding tours.
Keep up-to-date on email communications.
Answer telephones/PBX and direct calls using proper etiquette.
Receive guest requests and/or complaints and ensure appropriate actions are taken.
Communicate with other departments via telephone and two-way radio to resolve guest requests and/or complaints.
Distribute guest and staff mail and messages.
Balance all cash receipts and work performed during the shift; perform a bucket check.
Deliver general concierge services for all onsite guests by providing multiple contact methods 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 pertaining to their reservations.
Register guests and issue room keys in accordance with SOP.
Transition guests after check-in to the marketing function, introducing them to the Wyndham Vacation Ownership presentation opportunity in exchange for a gift.
Prescreen guests professionally to meet qualification standards and FOC requirements for participating in the Wyndham Vacation Ownership presentation.
Manifest each family scheduled to tour by reporting this information to the appropriate administrative team.
Prepare paperwork and arrival information daily for arriving guests, noting those scheduled to arrive and preparing welcome gifts.
Prepare paperwork and arrival information for future arrivals for the purpose of pre-calling guests to introduce the property, provide area information, and set expectations for arrival and check-in.

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