Universal Agent - Sports Illustrated Resort- Chicago

Wyndham Hotels & Resorts•Chicago, IL

12d•Onsite

About The Position

The Universal Agent greets and registers resort guests at check-in and check-out, provides general concierge services, and introduces qualified guests to the opportunity to attend a Wyndham Vacation Ownership presentation in exchange for locally offered premiums. The role is focused on delivering an exceptional guest experience while meeting regional standards for qualified tours. The agent handles guest registration, payments, room assignments, guest issues, front-desk operations, and communications with other departments. The position also includes preparing arrival information and welcome gifts, contacting guests about tour opportunities, and coordinating tour schedules and changes with the appropriate administrative team.

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 and good written and oral communication skills.
Microsoft Programs technical 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 make change as needed.
Provide professional, high-quality customer service and follow up with guests on issues entered into the WYNSOS program to confirm satisfaction with their resolution.
Complete front-desk checklist functions, including bucket checks, cash reports, cash bank and cash-out procedures, and petty cash procedures.
Clean and restock the front-desk area, stock amenities, and assign units as necessary.
Print emergency reports and introduce guests to the opportunity to attend a Wyndham Vacation Ownership presentation in exchange for locally offered premiums.
Prescreen guests against qualification standards and FOC requirements for participation in the presentation experience.
Report scheduled touring families to the appropriate administrative team and communicate reschedules or other changes as they occur.
Meet regional minimum performance standards for the net number of qualified tours processed at the site and keep up-to-date on email communications.
Provide concierge services and information about local attractions and activities; make, confirm, or cancel reservations and respond to reservation questions.
Follow up with guests who do not commit to a tour at check-in, including calling rooms after check-in or the following morning and preparing door hangers or other outreach materials when needed.
Prepare daily arrival paperwork and information, distribute welcome gifts at check-in, and prepare future-arrival information for pre-calls about the property, local area, and check-in process.
Answer and direct telephone and PBX calls using proper etiquette; receive guest requests and complaints and ensure appropriate action is taken.
Coordinate with other departments by telephone and two-way radio to resolve guest requests and complaints.
Distribute guest and staff mail and messages as necessary.
Balance cash receipts and work performed during the shift; perform a bucket check during the shift.
Post charges to guest folios for faxes, copies, laundry, and food, beverage, or convenience-store charges.
Perform other duties as needed.

Benefits

Medical, dental, and vision coverage for eligible associates.
Flexible spending accounts.
Life and accident coverage.
Disability coverage.
Paid volunteer time through Wish Day at an approved organization.
401(k) 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.
Depending on position, paid time off, parental leave, and holidays.