Universal Agent Supervisor - Wyndham Palm Aire Resort

Hotels Clubs and Spas
Front Office/Rooms Division
Staff- Line level
Americas North and South
Salary Description:
Wyndham Worldwide
Job Ref:

Universal Agent Supervisor - Wyndham Palm Aire Resort
28 Nov 2016

Universal Agent Supervisor


The Universal Agent Supervisor is responsible for creating a positive team environment for associates and ensuring compliance of "Count On Me" service standards for all guests and owners at the resort during scheduled shift. Directing front and back of house operations, maintains room inventory at the highest levels for accuracy and efficiency, greeting and registering guest in and out of the resort; offering general concierge services for guests & owners; providing qualified tours to the site's sales team, while enhancing the overall guest experience with exceptional service. Continuous improvement: directs and communicates expectations, motivates associates to anticipate guest needs and exceed expectations. Champions and develops team empowerment embracing guest opportunity assuring satisfaction, loyalty and successful resolution.

Essential Job Function

- Responsible for daily operation of Universal Agent scheduled shift: plan daily short term front and back of house Universal Agent operations; provide proper guest check-in, check-out procedures.
- Meet marketing expectation in regards to tour penetration, analyze reports as required.
- Communicate daily arrivals, departures and room inventory needs; ensure daily check list duties and tasks fully completed with follow up communications; administer schedule adjustments which result in the satisfaction of all guests, associates and financial requirements.
- Maintain positive customer and associate relationship.
- Support customer service/marketing operating standards/procedures during scheduled shift.
- Processes/procedures include: Greeting, registering, establishing credit and issuing keys to guests, Completing check in/out procedures, computes bills, collecting payment and making changes for guests as required during their stay.
- 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.
- Perform other duties as needed


Minimum Requirements and Qualifications :

- High School diploma or equivalent
- Ability to hold others accountable
- 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.

Contact Details:
Wyndham Worldwide
Tel: .
Contact: HR Department

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