Universal Agent

Travel + Leisure Co.•Clearwater, FL

5d•Onsite

About The Position

The Universal Agent greets and registers resort guests, manages check-in and check-out, provides general concierge services, and helps create an exceptional guest experience. The role also introduces guests to the opportunity to attend a Wyndham Vacation Ownership presentation, screens guests against qualification requirements, and coordinates tour information with the appropriate administrative team. The agent handles guest questions and concerns, maintains front-desk records and cash procedures, and communicates with other departments to resolve requests.

Requirements

High school diploma or equivalent; experience equivalent to the education requirement may be accepted in lieu of the education requirement.
At least one year of successful customer service experience in a hospitality or hotel environment.
Ability to work under pressure.
Good interpersonal skills.
Good written and oral communication skills.
Microsoft Programs skills.

Nice To Haves

Vacation ownership experience preferred.

Responsibilities

Greet and register guests, establish credit, issue keys, complete check-out procedures, calculate bills, collect payments, and provide change as needed.
Provide professional, high-quality customer service and enter guest issues into WYNSOS, then follow up to confirm satisfaction with resolutions.
Complete front-desk checklist tasks, including bucket checks, cash reports, cash bank and cash-out procedures, petty cash procedures, and balancing receipts.
Clean and restock the front desk, stock amenities, assign units, and print emergency reports.
Introduce guests to the opportunity to attend a Wyndham Vacation Ownership presentation in connection with locally offered premiums; professionally prescreen guests against qualification standards and FOC requirements.
Manifest scheduled tour families, report information to the responsible administrative team, communicate reschedules or changes, and meet regional minimum standards for qualified tours processed.
Provide concierge services, respond promptly to guest questions and concerns, share information about local attractions and activities, and make, confirm, or cancel reservations.
Follow up with guests who did not commit to a tour at check-in, including contacting rooms after check-in or the following morning and preparing door hangers or other materials when needed.
Prepare daily arrival paperwork and welcome gifts, and prepare future-arrival information for pre-arrival calls about the property, local area, and check-in expectations.
Answer and direct telephone and PBX calls using proper etiquette; receive guest requests and complaints and ensure appropriate action is taken.
Communicate with other departments by telephone and two-way radio to resolve guest requests or complaints, and distribute guest and staff mail and messages.
Post charges to guest folios for faxes, copies, laundry, and food, beverage, or convenience-store purchases.
Keep up-to-date on email communications and perform other duties as needed.