Guest Experience Leader - Front Desk & Concierge

Wyndham; Chicago (IL); On-site; USD 60,000 - 75,000; Full time

Job summary

Travel + Leisure Co. is seeking a Universal Agent Manager in Chicago to lead the front desk, concierge and marketing operations with strong guest relations and leadership.

The role focuses on quick decision-making to enhance the guest experience and meet marketing penetration expectations. The position involves supervising and coaching staff, managing tour flow, greeting guests, handling check-ins/outs, and delivering exceptional service.

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 and coordinating with leadership to meet department expectations.
• Attend weekly resort management and sales/marketing meetings and track tour flow.
• Greeting, registering, establishing credit and issuing keys to guests per procedures.
• Handling check-out procedures, billing, and payment changes for guests.
• Delivering high-level customer service and professional interaction with guests.
• Providing concierge services and addressing questions, concerns, and requests promptly.
• Following up with guests about tours and reviewing arrival information as needed.
• Reviewing and preparing paperwork and arrival information.

Skills

Customer service

Leadership

Training

Communication

Job description

Travel + Leisure Co. is seeking a Universal Agent Manager in Chicago to lead the front desk, concierge and marketing operations with strong guest relations and leadership.

The role focuses on quick decision-making to enhance the guest experience and meet marketing penetration expectations. The position involves supervising and coaching staff, managing tour flow, greeting guests, handling check-ins/outs, and delivering exceptional service.