Night Audit (Universal Agent Ambassador)- Sports Illustrated Resort- Nashville

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.
Responsibilities

Greet guests, be a first point of contact for all lobby traffic and maintain lobby flow to reduce wait times.
Completing check‑out procedures, compute bills, collect payment and make 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 the WYNSOS program and following up with guests to ensure satisfaction with resolution.
Completing checklist functions including bucket check, cash report, cash bank procedures including cash out procedures and petty cash procedures.
Cleaning and restocking the front desk area, stocking amenities, and assigning units as necessary.
Printing emergency reports.
Updating the team of any reschedules or changes as they occur regarding tours.
Keeping up‑to‑date on email communications.
Answering telephones/PBX and directing calls utilizing proper etiquette.
Receiving guest requests and/or complaints and ensuring that appropriate actions have been taken.
Communicating with other departments as needed, via telephone and two‑way radio, to resolve guest requests and/or complaints.
Distributing guest and staff mail and messages as necessary.
Balancing all cash receipts and work performed during the shift; performing a bucket check.
Delivering general concierge services for all onsite guests by providing several ways of contact to address questions, concerns and requests in a prompt and satisfactory manner.
Providing guests with information on local hot spots and activities.
Making, confirming and canceling guests’ reservations or answering a variety of questions regarding their reservations.
Registering guests and issuing room keys in accordance with SOP.
Smoothly transitioning guests after the check‑in process into the marketing function of introducing the guest to the opportunity of participating in a Travel and Leisure presentation in return for a "gift" associated with the locally offered premiums.
Prescreening each guest with professionalism to meet the qualification standards and FOC requirements associated with participation in the Travel and Leisure presentation experience.
Manifesting each family that is scheduled to tour by reporting this information to the appropriate administrative team responsible for this function.
Preparing paperwork and arrival information on a daily basis to note guests scheduled to arrive at the location, along with preparing welcome gifts to be distributed to each family upon check‑in.
Preparing paperwork and arrival information for those guests who will 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.
Minimum Requirements and Qualifications

Education: High School diploma or equivalent.
Job Experience: Minimum of one year of successful customer service experience in a hospitality/hotel environment. Vacation ownership experience preferred.
Benefits

Comprehensive health and welfare benefits for associates working 30 or more hours per week.
Medical, Dental and Vision coverage.
Flexible spending accounts.
Life and accident coverage.
Disability coverage.
Paid time off, parental leave and holidays (depending on position).
Wish day paid time to volunteer at an approved organization.
401(k) with employer match (subject to eligibility requirements, including tenure).
Legal and identity theft protection plan.
Voluntary income protection benefits.
Wellness program (subject to provider availability).
Employee Assistance Program.
Equal Opportunity Employment

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.

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