We Put the World on Vacation
Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. 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.
Job Summary
The Universal Agent is responsible for greeting and registering guest in and out of the resort; offering general concierge services for guests; providing qualified tours to the site's sales team, while enhancing the overall guest experience with exceptional service.
Essential Job Responsibilities
Responsibilities include, but are not limited to:
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. (50% time)
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. (15% time)
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. (15% time)
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. (10% time)
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. (10% time)
Travel Requirements
None
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.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
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:
None
Scope/Financial Responsibility:
Customer Service level could positively or negatively impact Medallia scores for the resort.
Failure to meet company standards could negatively impact the operation.
Inviting qualifying tours for sales presentation has a positive financial impact on the sales revenue for the site.
Miss qualifying a tour for sales presentation invitation could result on premium gift budget being spent on unqualified guest
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:
Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.
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)
Wish day paid time to volunteer at an approved organization of your choice
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. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
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.
