Universal Agent – Margaritaville Resort

Universal Agent

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:

• 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.
• 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.