Universal Agent Ambassador

Essential Job 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, collects payment and makes 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 Telephones/PBX

• 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.

Concierge Services

• 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.

Register Guests

• Register guests and issue rooms keys in accordance with SOP.
• 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.
• Manifest each family that is scheduled to tour, by reporting this information to the appropriate administrative team responsible for this function.

Preparation

• 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.

Travel Requirements

N/A

Minimum Requirements And Qualifications

• Education: High School diploma or equivalent.
• Knowledge And Skills: Demonstrate ability to work under pressure, good interpersonal skills, and good written and oral communication skills.
• Technical Skills: Microsoft Programs.

Job Experience

• Minimum of one year of successful customer service experience in a hospitality/hotel environment.
• Vacation ownership experience preferred.

Complexity Level of decision making authority

Assign rooms at the resort, compensate tour for attending sales presentation, qualify tour for sale presentation invitation, schedule time slot.

Ability to resolve guest issues within company standards and following resort level processes

Level of autonomy: N/A

Impact of incumbent's decisions on the organization

Customer Service level could positively or negatively impact Medallia scores for the resort. Miss qualifying a tour for sales presentation invitation could result on premium gift budget being spent on unqualified guest.

Supervisory Responsibility

No Direct Reports

Scope/Financial Responsibility

N/A

How You'll Be Rewarded

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another.

Equal Opportunity Employer

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.