Front Desk/ Universal Agent Associate- Sports Illustrated Resort- Chicago

Sports Illustrated; Chicago (IL); On-site; USD 34,000 - 36,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with employer match

Life and accident coverage

Disability

Wellness program

Employee Assistance Program

Paid time off

Job summary

Travel + Leisure Co. in a resort environment is seeking a Universal Agent Ambassador to greet guests, maintain lobby flow, and provide concierge services throughout their stay.

You will assist with check-in/check-out, handle cash, and coordinate with PBX and other departments to resolve guest requests and questions while promoting Wyndham Vacation Ownership presentations.

Qualifications

• Minimum of one year of customer service experience in hospitality.
• Ability to work under pressure and communicate effectively.
• Experience in hotel or resort environment preferred.

Responsibilities

• Greet guests and manage lobby flow to reduce wait times.
• Process check-out, collect payments, and handle cash procedures.
• Provide concierge services and relay guest requests to departments.
• Register guests and issue room keys; promote Wyndham presentation.

Skills

Customer service

Interpersonal skills

Written communication

Oral communication

Microsoft Office

Education

High School diploma or equivalent

Tools

WYNSOS system

PBX

Two-way radio

Job description

We Put the World on VacationTravel + 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 SummaryThe Universal Agent Ambassador is responsible for greeting all guests in lobby, maintaining the flow of lobby traffic, offering general concierge services for guests; providing backup to Universal Agents to register guests in and out of the resort and to PBX as needed, while enhancing the overall guest experience with exceptional service. attributes.Essential Job ResponsibilitiesResponsibilities include, but are not limited to: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. 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. Update the team of any reschedules or changes that may occur as they happen regarding tours. Keep up-to-date on email communications. (60%)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 (15%)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%)Register guests and issue rooms keys in accordance with SOP. 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. (5%)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. (5%)Travel RequirementsN/AMinimum Requirements and QualificationsEducationHigh School diploma or equivalentKnowledge and SkillsDemonstrate ability to work under pressure, good interpersonal skills, and good written and oral communication skillsTechnical SkillsMicrosoft ProgramsJob ExperienceMinimum of one year of successful customer service experience in a hospitality/hotel environment. Vacation ownership experience preferredExperience equivalent to the education requirement may be accepted in lieu of the education requirement.ComplexityLevel of decision making authority:Assign rooms at the resort, compensate tour for attending sales presentationQualify tour for sale presentation invitation, schedule time slot.Ability to resolve guest issues within company standards and following resort level processesLevel of autonomy:N/AImpact 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 ReportsScope/Financial Responsibility:N/AHow 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. Certain benefits may be available to associates working fewer hours where required by applicable law. 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• 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 identity theft plan• Voluntary income protection benefits• Wellness program (subject to provider availability)• Employee Assistance Program• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)CompensationThe hourly rate for this role is $25.00 - $26.00 plus commissions and bonuses.Where Memories Start with YouHospitality 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 [e-mail], including the title and location of the position for which you are applying.