Universal Agent - Sports Illustrated Resort- Chicago

Travel + Leisure Co.•Chicago, IL

1d•$16 - $17•Onsite

About The Position

The Universal Agent at Sports Illustrated Resort in Chicago is responsible for greeting and registering guests, checking them in and out, providing general concierge services, and supporting the resort’s sales team by qualifying guests for vacation ownership presentations. The role works to enhance the guest experience through professional service and timely resolution of requests and concerns. The position handles front desk operations, including room assignments, guest accounts, payments, cash procedures, maintaining the desk area, and recording guest issues and follow-up. It also introduces eligible guests to vacation ownership presentations, prescreens and schedules qualified tours, prepares arrival materials and welcome gifts, and follows up with guests who have not committed to a tour. Concierge duties include providing local recommendations, managing reservations, answering questions, and coordinating with other departments to resolve guest needs. The position also answers and directs calls, distributes mail and messages, and completes shift balancing and related administrative tasks.

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 proficiency.

Nice To Haves

Vacation ownership experience preferred.

Responsibilities

Greet and register guests; establish credit, issue keys, assign rooms, and complete check-out procedures, bills, payment collection, and change-making.
Provide professional, high-quality customer service and enter guest issues into the WYNSOS program, following up to confirm satisfaction with resolutions.
Complete front desk checklists and cash procedures, including bucket checks, cash reports, cash-outs, cash bank procedures, and petty cash procedures; balance receipts and work performed during the shift.
Clean and restock the front desk area, stock amenities, and print emergency reports.
Introduce guests to the opportunity to attend a Wyndham Vacation Ownership presentation, prescreen guests against qualification standards and FOC requirements, and qualify tours for invitations and scheduling.
Manifest scheduled touring families to the appropriate administrative team and communicate reschedules or other changes as they occur.
Maintain regional minimum performance standards for the net number of qualified tours processed and keep up to date on email communications.
Provide concierge services, respond to guest questions and requests, 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 by contacting their rooms after check-in or the following morning; prepare and distribute door hangers or other contact materials as needed.
Prepare daily arrival paperwork and welcome gifts, and prepare future-arrival information for pre-calling guests with property and area information and check-in expectations.
Answer telephones and PBX calls using proper etiquette, direct calls, receive guest requests or complaints, and ensure appropriate action is taken.
Coordinate with other departments by telephone and two-way radio to resolve guest requests or complaints.
Distribute guest and staff mail and messages as necessary.
Post charges to guest folios for faxes, copies, laundry, and food, beverage, or convenience store purchases.
Perform other duties as needed.