Universal Agent

Wyndham Hotels & Resorts•Clearwater, FL

About The Position

The Universal Agent greets and registers resort guests, completes check-in and check-out, provides general concierge services, and helps introduce eligible guests to the opportunity to attend a Wyndham Vacation Ownership presentation. The role aims to enhance the overall guest experience through professional, responsive service and accurate handling of guest, cash, and tour-related processes. The position includes front desk operations such as issuing keys, establishing guest credit, processing payments, maintaining the desk area, stocking amenities, assigning units, preparing arrival information and welcome gifts, and handling telephone calls, mail, messages, and guest requests. The agent also records and follows up on guest issues, coordinates with other departments, and performs shift reconciliation and reporting tasks. The agent prescreens guests against tour qualification standards, schedules and manifests eligible tours, follows up with guests who have not committed to a presentation, and keeps relevant teams informed of changes. The position has no supervisory responsibility and requires at least one year of successful customer service experience in a hospitality or hotel environment. High school diploma or equivalent is required, although equivalent experience may be accepted in lieu of the education requirement.

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 payment, and make change as required.
Provide professional, high-quality customer service to guests and enter guest issues into the WYNSOS program, following up to confirm satisfaction with resolutions.
Complete front desk checklist tasks, including bucket checks, cash reports, cash bank procedures, cash-outs, and petty cash procedures; balance cash receipts and work performed during the shift.
Clean and restock the front desk area, stock amenities, and assign units as necessary.
Print emergency reports and transition guests after check-in into the marketing process by introducing the opportunity to attend a Wyndham Vacation Ownership presentation in return for a locally offered premium.
Prescreen guests professionally to ensure they meet the qualification standards and FOC requirements for a presentation.
Manifest families scheduled to tour, report the information to the appropriate administrative team, and promptly communicate reschedules or other changes.
Maintain the 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 respond promptly to guest questions, concerns, and requests; share information about local attractions and activities; make, confirm, and cancel reservations and answer reservation questions.
Follow up with guests who did not commit to a tour at check-in, including calling their rooms after check-in or the following morning and preparing door hangers or other materials when needed.
Prepare daily paperwork and arrival information, welcome gifts for arriving families, and advance arrival paperwork for pre-calling future guests with property and area information and check-in expectations.
Answer telephones and PBX calls using proper etiquette, direct calls, 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.
Distribute guest and staff mail and messages as necessary.
Post charges to guest folios for faxes, copies, laundry, and food, beverage, or convenience-store outlets.
Perform other duties as needed.