Front Desk/ Universal Agent Associate- Sports Illustrated Resort- Chicago

Job Summary

The Universal Agent Ambassador is responsible for greeting all guests in the lobby, maintaining the flow of lobby traffic, offering general concierge services, and 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.
Essential Job Responsibilities

Greet guests and serve as the first point of contact for all lobby traffic to maintain lobby flow and reduce wait times.
Complete check‑out procedures, compute bills, collect payment, and make changes for guests as required during their stay in accordance with standard operating procedures.
Display a high level of customer service and professionalism when interacting with all guests.
Enter guest issues into the WYNSOS program and follow up to ensure satisfaction with resolution.
Complete checklist functions including bucket check, cash report, cash bank procedures, and petty cash procedures.
Clean and restock the front desk area; stock amenities and assign units as necessary.
Print emergency reports and update the team of any reschedules or changes that may occur regarding tours.
Keep up‑to‑date on email communications.
Answer telephones/PBX calls, direct calls with proper etiquette, and receive guest requests or complaints, ensuring appropriate actions are taken.
Communicate with other departments via telephone and two‑way radio to resolve guest requests or complaints.
Distribute guest and staff mail and messages as necessary.
Balance all cash receipts, perform bucket checks, and complete cash bank procedures.
Deliver general concierge services to all onsite guests, providing multiple ways of contact to address questions, concerns, and requests promptly and satisfactorily.
Provide guests with information on local hot spots and activities; make, confirm, and cancel reservations, and answer a variety of reservation questions.
Register guests and issue room keys in accordance with SOP; transition guests post‑check‑in into the marketing function, introducing them to participation in a Wyndham Vacation Ownership presentation.
Prescreen each guest to meet qualification standards and FOC requirements for the Wyndham Vacation Ownership presentation.
Manifest each family scheduled for a tour, reporting this information to the appropriate administrative team.
Prepare paperwork and arrival information daily for guests scheduled to arrive, and prepare welcome gifts for distribution at check‑in.
Pre‑call arriving guests to introduce the property and set expectations for the arrival and check‑in process.
Travel Requirements

N/A
Minimum Requirements and Qualifications

Education:

High School diploma or equivalent
Knowledge and Skills:

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

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