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Travel + Leisure Co. · 3 days ago

In House Marketing - Universal Agent

Clearwater

Full-time

Onsite

Entry Level

1+ years exp

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. The Universal Agent is responsible for greeting and registering guests, providing concierge services, and enhancing the overall guest experience with exceptional service.

HospitalityTour OperatorTravel

Responsibilities

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. 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, 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. Update the team of any reschedules or changes that may occur as they happen. Maintain minimum performance standards set forth by the region in regard to the net number of qualified tours processed at the site. Keep up-to-date on email communications. (50% time)

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% time)

Calling and/or following up with guests who do not commit to tour at the time of check-in by contacting rooms after they check in and/or the morning after to reintroduce the offer. Prepare door hangers and/or other material to distribute in an effort to contact families who are not easily accessible by calling the room. (15% time)

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. (10% time)

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 during the shift. Posting charges to folio for faxes, copies, laundry or charges from the food, beverage or convenience store outlets. Performs other duties as needed. (10% time)

Qualification

Customer service experienceHospitality experienceMicrosoft ProgramsInterpersonal skillsWritten communicationOral communication

Required

High School diploma or equivalent

Demonstrate ability to work under pressure, good interpersonal skills, and good written and oral communication skills

Microsoft Programs

Minimum of one year of successful customer service experience in a hospitality/hotel environment

Preferred

Vacation ownership experience preferred

Benefits

Medical

Dental

Vision

Flexible spending accounts

Life and accident coverage

Disability

Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)

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 identify theft plan

Voluntary income protection benefits

Wellness program (subject to provider availability)

Employee Assistance Program

Company

Travel + Leisure Co.

Travel + Leisure Co., the world's leading vacation ownership and membership travel company, provides more than six million vacations to travelers every year.

Founded in 2006

Orlando, Florida, USA

10001+ employees