Universal Agent Ambassador - Sports Illustrated Resort- Chicago

Travel + Leisure Co.•Chicago, IL

2d•Onsite

About The Position

Sports Illustrated Resort is building a new kind of resort experience rooted in energy, connection, and unforgettable moments, where sports, lifestyle, and travel come together. The Universal Agent Ambassador (UAA) is the face of the resort, owning the arrival experience and creating an immediate connection with every guest. This role involves managing lobby flow, supporting front desk and PBX operations, and delivering concierge-style service to turn a stay into an experience. The position requires energy, awareness, and the ability to create memorable moments.

Requirements

High School diploma or equivalent
1+ year of customer service experience (hospitality preferred)
Strong communication skills (written and verbal)
Ability to multitask and stay composed in a fast-paced environment
A team-first mindset with a passion for delivering great experiences

Nice To Haves

Front desk or hotel operations experience
Vacation ownership experience
Reservation system knowledge

Responsibilities

Own the Arrival Experience: Greet every guest with confidence and energy, setting the tone from the first interaction.
Control the Game Flow (Lobby Management): Manage lobby traffic, reduce wait times, and ensure a smooth, organized arrival experience.
Support Front Desk Operations: Assist with check-in and check-out processes, handle payments and folios accurately, and prepare arrival packets and welcome materials.
Be the Communication Hub: Operate PBX and direct calls with professionalism, and coordinate with internal teams to resolve guest needs quickly.
Deliver Elevated Concierge Service: Provide recommendations for local experiences, events, and hot spots, and anticipate guest needs to create personalized moments.
Problem Solve in Real Time: Address guest questions or concerns with urgency, ownership, and follow-through.