Job Description
Summary:
The Universal Agent is responsible for greeting and registering guest in and out of the resort; offering general concierge services for guests; providing qualified tours to the site’s sales team, while enhancing the overall guest experience with exceptional service.
Position Description:
- Greet guests and provide luggage assistance as needed, including check in, check out, room moves, 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.
- Deliver messages, luggage, packages, and more or run errands to exceed guest expectations
- Displaying a high level of customer service and professionalism when interacting with all guests.
- Delivering general concierge services for all onsite guests by providing several ways of contact in order to address questions, concerns, and request in a prompt and satisfactory manner.
- 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.
- 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.
- 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.
- Completing checklist functions including bucket check, cash report, completing cash bank procedures including cash out procedures and petty cash procedures.
Minimum Requirements and Qualifications:
- High School diploma or equivalent
- 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.
Job Type: Full-time
Pay: $14.00 - $16.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Employee assistance program
- Flexible schedule
- Health savings account
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Nights as needed
- Weekends as needed
Work Location: In person
