Guest Experience & Concierge Team Lead

Sports Illustrated; Chicago (IL); On-site; USD 90,000 - 91,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with employer match

Job summary

Travel + Leisure Co. seeks an Universal Agent Manager to lead front desk, concierge and marketing operations with strong guest relations and decision-making.

You’ll oversee tour flow, satisfaction scores and productivity, while coordinating with management to ensure seamless guest experiences at our resort properties. The role requires supervising staff, training, and delivering exceptional service to drive marketing penetration and guest loyalty.

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

• Supervise, train and coach team members and coordinate with leadership to meet dept. goals.
• Attend weekly resort management and sales/marketing meetings and track schedules.
• Greet, register, establish credit and issue keys to guests per SOPs.
• Complete check-out procedures, compute bills, and handle payments.
• Deliver high-level customer service and professional interactions with guests.
• Provide general concierge services and address guest questions promptly.
• Follow up with guests who do not commit to a tour at check-in or next day.
• Prepare paperwork and arrival information as needed.

Skills

Customer service

Communication

Leadership

Team supervision

Work under pressure

Education

High School diploma or equivalent

Tools

Reservation software training

Job description

Travel + Leisure Co. seeks an Universal Agent Manager to lead front desk, concierge and marketing operations with strong guest relations and decision-making.

You’ll oversee tour flow, satisfaction scores and productivity, while coordinating with management to ensure seamless guest experiences at our resort properties. The role requires supervising staff, training, and delivering exceptional service to drive marketing penetration and guest loyalty.