Universal Agent

About the Role

The Universal Agent is responsible for greeting and registering guests in and out of the resort, offering general concierge services, providing qualified tours to the site’s sales team, and enhancing the overall guest experience with exceptional service.

Responsibilities

• Greet, register, establish credit, and issue keys to guests in accordance with standard operating procedures.
• Complete check-out procedures, compute bills, collect payment, and make changes for guests as required during their stay.
• Display a high level of customer service and professionalism when interacting with all guests.
• Enter guest issues into the WYNSOS program and follow up with guests to ensure satisfaction with resolution.
• Complete checklist functions including bucket check, cash report, cash bank procedures, 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 smoothly transition guests after check-in to introduce the opportunity of participating in a Wyndham Vacation Ownership presentation in return for a locally offered premium.
• Prescreen each guest with professionalism to meet qualification standards and FOC requirements for participation in the presentation.
• Manifest each family scheduled to tour and report this information to the appropriate administrative team; update the team on any reschedules or changes.
• Maintain minimum performance standards for the net number of qualified tours processed at the site.
• Keep up-to-date on email communications (50% of time).
• Deliver general concierge services, addressing guest questions, concerns, and requests promptly and satisfactorily (15% of time).
• Provide guests with information on local attractions and activities; make, confirm, and cancel reservations or answer questions pertaining to reservations.
• Follow up with guests who do not commit to tour at check-in by contacting rooms after check-in or the following morning to reintroduce the offer (15% of time).
• Prepare door hangers or other materials to contact guests not easily reachable by phone.
• Prepare daily paperwork and arrival information, including welcome gifts for guests (10% of time).
• Pre-call arriving guests to introduce the property, provide area information, and set expectations for arrival and check-in.
• Answer telephones/PBX, direct calls using proper etiquette, and handle guest requests or complaints, ensuring appropriate actions are taken.
• Communicate with other departments via telephone and two-way radio to resolve guest requests or complaints.
• Distribute guest and staff mail and messages as necessary.
• Balance all cash receipts and perform bucket checks during the shift.
• Post charges to guest folios for faxes, copies, laundry, or charges from food, beverage, or convenience store outlets.
• Perform other duties as needed (10% of time).

Requirements

• High school diploma or equivalent.
• Minimum of one year of successful customer service experience in a hospitality/hotel environment; vacation ownership experience preferred.
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Skills

• Ability to work under pressure.
• Strong interpersonal, written, and oral communication skills.
• Proficiency in Microsoft Programs.
• Decision-making authority: assign rooms, compensate tours for attending sales presentations, qualify tours for sales presentation invitations, and schedule time slots.
• Ability to resolve guest issues within company standards and resort-level processes.

Benefits

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week. Certain benefits may be available to associates working fewer hours where required by applicable law.

• Medical, dental, and vision coverage.
• Flexible spending accounts.
• Life and accident coverage.
• Disability coverage.
• Paid time off, parental leave, and holidays (eligibility requirements apply).
• Wish day: paid time to volunteer at an approved organization of your choice.
• 401k with employer match (subject to eligibility requirements, including tenure).
• Legal and identity theft plans.
• Voluntary income protection benefits.
• Wellness program (subject to provider availability).
• Employee Assistance Program.

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.