Front Desk/ UAA- Sports Illustrated Resort- Chicago

Responsibilities

• Greet guests, be a first point of contact for all lobby traffic and maintain lobby flow to reduce wait times.
• Completing check-out procedures, computes bills, collecting payment and making changes for guests as required during their stay, following the standard operating procedures.
• 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.
• Cleaning and restocking front desk area.
• Stocking amenities, assigning units as necessary.
• Printing emergency reports.
• Updating the team of any reschedules or changes that may occur as they happen regarding tours.
• Keeping up-to-date on email communications.
• Answering phones/PBX and directing calls utilizing proper etiquette.
• Receiving guest requests and/or complaints and ensuring that appropriate actions have been taken.
• Communicating 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; performing a bucket check.
• 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.
• Providing guest with information on local hot spots and activities.
• Making, confirming and canceling guests’ reservations or answering a variety of questions for guests pertaining to their reservations.
• Smoother 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.
• Manifesting each family that is scheduled to tour, by reporting this information to the appropriate administrative team responsible for this function.
• 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.

Qualifications

• High School diploma or equivalent.
• Demonstrate ability to work under pressure, good interpersonal skills, and good written and oral communication skills.
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.