Universal Agent- Sports Illustrated Chicago Resort

Travel + Leisure Co.

113d • $16

About The Position

The Universal Agent is responsible for greeting and registering guests in and out of the resort; offering general concierge services for guests; providing qualified tours to the site’s sales team, while enhancing the overall guest experience with exceptional service.

Requirements

• High School diploma or equivalent.
• Minimum of one year of successful customer service experience in a hospitality/hotel environment.
• Demonstrate ability to work under pressure, good interpersonal skills, and good written and oral communication skills.
• Technical Skills: Microsoft Programs.

Nice To Haves

• Vacation ownership experience preferred.

Responsibilities

• Greeting, registering, establishing credit and issuing keys to guests, in accordance with standard operating procedures.
• Completing check-out procedures, computes 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.
• 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, 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 Wyndham Vacation Ownership 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 Wyndham Vacation Ownership presentation experience.
• Manifest each family that is scheduled to tour, by reporting this information to the appropriate administrative team responsible for this function.
• Update the team of any reschedules or changes that may occur as they happen.
• Maintain minimum performance standards set forth by the region in regard to the net number of qualified tours processed at the site.
• Keep up-to-date on email communications.
• 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.
• Calling and/or following up with guests who do not commit to tour at the time of check-in by contacting rooms after they check in and/or the morning after to reintroduce the offer.
• Prepare door hangers and/or other material to distribute in an effort to contact families who are not easily accessible by calling the room.
• 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.
• 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 during the shift.
• Posting charges to folio for faxes, copies, laundry or charges from the food, beverage or convenience store outlets.
• Performs other duties as needed.

Benefits

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED