Front Desk & Concierge Manager — Hospitality Leader

Travel + Leisure Co.; Chicago, Northern (IL, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical

Dental

Vision

FSAs

Life and accident coverage

Disability

Volunteer day

401k match

Identity protection

Wellness program

Employee assistance

Job summary

Travel + Leisure Co. is seeking a Universal Agent Manager to oversee front desk operations, concierge and marketing activities, delivering exceptional guest service and efficient reservation handling.

The role involves supervising staff, coaching team members, coordinating tour flow, managing check-ins and check-outs, and ensuring high satisfaction while aligning with leadership to meet performance targets and brand standards.

Qualifications

• High School diploma or equivalent.
• Ability to hold others accountable.
• Reservation software training.
• Demonstrate ability to work under pressure, good interpersonal skills, and good written and oral communication skills.
• Minimum of one year of successful customer service experience in a hospitality/hotel environment.
• Vacation ownership experience preferred.

Responsibilities

• Supervising, training and coaching team members as well as working with leadership and department managers to ensure all dept. expectations are met.
• Attend weekly resort management and sales/marketing meeting. Complete weekly work schedules. Track tour flow performance for site and report to leadership.
• 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.
• Delivering general concierge services for all onsite guests by providing several ways of contact in order to address questions, concerns, and request in a prompt and satisfactory manner.

Skills

Customer service

Communication

Interpersonal skills

Reservation software

Education

High School diploma or equivalent

Tools

Reservation software

Job description

Travel + Leisure Co. is seeking a Universal Agent Manager to oversee front desk operations, concierge and marketing activities, delivering exceptional guest service and efficient reservation handling.

The role involves supervising staff, coaching team members, coordinating tour flow, managing check-ins and check-outs, and ensuring high satisfaction while aligning with leadership to meet performance targets and brand standards.