Guest Services (Universal Agent Ambassador): SI Nashville

Benefits

Additional Information

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 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 Responsibilities Responsibilities 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 Requirements N/A 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: No Direct Reports Scope/Fina