Universal Agent

Travel + Leisure Co.•Nashville, TN

3d•Onsite

About The Position

The Universal Agent is responsible for greeting and registering guests in and out of the resort, offering general concierge services, and providing qualified tours to the site’s sales team, while enhancing the overall guest experience with exceptional service. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Requirements

High School diploma or equivalent
Demonstrate ability to work under pressure, good interpersonal skills, and good written and oral communication skills.
Microsoft Programs
Minimum of one year of successful customer service experience in a hospitality/hotel environment.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

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.