Universal Agent Manager- Sports Illustrated Chicago

Travel + Leisure Co.•Chicago, IL

1d•Onsite

About The Position

The Universal Agent Manager is responsible for all aspects of the front desk, concierge, and marketing operations. This role requires strong customer relations and leadership capabilities to make quick decisions and problem-solve to enhance the overall guest experience with exceptional service and meet overall marketing penetration expectations. The manager will analyze resort inventory requirements and ensure that all reservations and other requests are accommodated with the highest efficiency levels possible.

Requirements

High School diploma or equivalent
Ability to hold others accountable
Reservation software training
Demonstrate ability to work under pressure
Good interpersonal skills
Good written and oral communication skills
Minimum of one year of successful customer service experience in a hospitality/hotel environment.

Nice To Haves

Vacation ownership experience preferred.

Responsibilities

Supervising, training, and coaching team members.
Working with leadership and department managers to ensure all department expectations are met, including tour flow, Medallia scores, and productivity.
Attending weekly resort management and sales/marketing meetings.
Completing weekly work schedules.
Tracking tour flow performance for the site and reporting to leadership.
Greeting, registering, establishing credit, and issuing keys to guests in accordance with standard operating procedures.
Completing check-out procedures, computing bills, collecting payment, and making changes for guests as required during their stay.
Displaying a high level of customer service and professionalism when interacting with all guests.
Delivering general concierge services for all onsite guests by providing several ways of contact to address questions, concerns, and requests in a prompt and satisfactory manner.
Calling and/or following up with guests who do not commit to a tour at the time of check-in by contacting rooms after they check in and/or the morning after to reintroduce the offer.
Reviewing and preparing paperwork and arrival information as needed.

Benefits

Medical
Dental
Vision
Flexible spending accounts
Life and accident coverage
Disability
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 identity theft plan
Voluntary income protection benefits
Wellness program (subject to provider availability)
Employee Assistance Program
Paid time off (depending on position)
Parental leave (depending on position)
Holidays (depending on position)