We Put the World on Vacation

At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270 vacation club resort locations across the globe. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Job Title: Universal Agent Assistant Manager

As the Universal Agent Assistant Manager, you will oversee both the In-House Marketing team and Front Desk operations at the resort. Your primary responsibility will be to drive high conversion rates for both owners and guests of owners, while ensuring that front desk operations run smoothly and deliver exceptional guest experiences. You will lead a team focused on marketing tour bookings, guest satisfaction, and front desk services, while maintaining the highest operational standards. Your leadership will ensure the resort delivers outstanding service, from guest check-in to the promotion of guest loyalty, while also helping the In-House Marketing team exceed performance goals.

You will also be responsible for the daily operation of the Universal Agent scheduled shift, including planning the short-term front and back-of-house operations. You will ensure proper guest check-in and check-out procedures are followed and meet marketing expectations regarding tour penetration. You will also communicate daily arrivals, departures, and room inventory needs while making sure all duties are completed, including follow-up communications to ensure guest and associate satisfaction.

How You Will Shine

Daily Shift Operations

• Oversee the daily operations of the Universal Agent scheduled shift, ensuring smooth coordination between front and back-of-house functions.
• Plan and execute daily operations to meet both marketing goals and guest service expectations, ensuring the proper check-in and check-out procedures are followed.
• Administer schedule adjustments as needed to ensure satisfaction of all guests, associates, and financial requirements.
• Communicate daily guest arrivals, departures, and room inventory needs to all relevant departments.
• Ensure all duties on the daily checklist are completed with follow-up communications to ensure completion.

Conversion Rate Accountability & Reporting

• Take ownership of driving high conversion rates for both owners and guests of owners, monitoring and improving both team and individual performance.
• Track and analyze key performance metrics, preparing detailed reports on show factors, tour bookings, and conversion rates.
• Submit timely and accurate updates to corporate on performance and areas for improvement.

Team Leadership & Supervision

• Lead and inspire the In-House Marketing team by interviewing, hiring, training, and motivating associates.
• Conduct performance reviews, provide constructive feedback, and foster a positive, high-energy work environment.
• Create and implement strategies to help team members exceed expectations and take ownership of guest opportunities.

Front Desk

• Greet and register guests, issue keys, and complete check-in/check-out procedures.
• Deliver general concierge services by addressing guest questions, concerns, and requests promptly and effectively.
• Ensure "Hospitality with HEART" service standards are adhered to during your shift, leading by example and ensuring all associates meet these expectations.

Coordination with Sales & Resort Operations Teams

• Collaborate closely with the In-House Sales and Front-Line Sales teams to ensure seamless tour flow and alignment with marketing strategies.
• Clear communication with housekeeping, engineering, PBX, and other department leaders within the organization.
• Stay updated on marketing program changes, booking policies, and gifting programs to ensure accurate and effective communication.

Administrative Support

• Maintain accurate records for tour manifests, guest invitations, and other marketing documents.
• Ensure supplies are stocked and organized.
• Address and resolve booking issues or discrepancies promptly to ensure smooth operations.

Additional Responsibilities

• Support customer service/marketing operating standards and procedures during your shift.
• Maintain positive relationships with both customers and associates to promote a collaborative environment.
• Perform other duties as needed to support the overall goals and objectives of the resort.

What you’ll gain

We offer a competitive compensation package with significant earning potential. The total compensation package includes base salary, commissions, and bonuses, with the opportunity to exceed $75K+ annually. High performers can potentially earn six figures or more, with a clear path for growth and advancement within the company.

• Earnings Potential: Average annual earnings of $75K+ (including base wage, commissions, and bonuses), with the potential to exceed six figures based on performance.

What You’ll Bring

• Industry Experience: Proven experience in vacation ownership or timeshare marketing, ideally in a leadership role within the In-House Marketing department.
• Education: High school diploma or equivalent.
• Experience:
  • Minimum of 3 years of successful customer service experience in a hospitality/hotel environment.
  • Vacation ownership leadership experience preferred.
  • At least 2 years in marketing or a related field, with leadership experience in the vacation ownership or timeshare industry.
• Skills:
  • Ability to hold others accountable, ensuring high standards of performance.
  • Strong communication (written and verbal) and leadership abilities.
  • Ability to manage multiple tasks effectively and drive results.
  • Familiarity with marketing programs such as a CRM and basic Microsoft programs.
  • Reservation software training and experience.
  • Excellent problem-solving and decision-making skills.
  • Ability to motivate, coach, and develop employees.
  • Demonstrate ability to work under pressure, with strong interpersonal skills.
  • High attention to detail and ability to maintain accuracy under pressure.
  • Commitment to delivering exceptional service and maintaining guest satisfaction.

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.