We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. 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.

POSITION REPORTS TO:
Front Office Manager

POSITIONS REPORTING TO THIS POSITION:

• Guest Service Agents

KEY RELATIONSHIPS:

• Hotel Employees
• Guests
• Suppliers
• Owners

PRIMARY OBJECTIVES:
To actively contribute to the company vision of making holiday dreams come true by taking responsibility for all after-hour operations for the resort and Reception, including security patrols, public area cleaning, and after-hour owner requests. The principal responsibility is the safety and security of guests and ensuring the accurate and timely completion of the night audit function during the hours of 11pm – 7am.

Our Values are the HEART of Wyndham Destinations, the beliefs of our global team that define what we recognize as important, meaningful, and right:

• Hospitality – treating everyone like family
• Engagement – delivering our promise
• Accountability – owning our impact
• Respect – considering others in every interaction
• Teamwork – succeeding together

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Security inspections
• General cleaning duties
• Maintain after-hours resort security and noise levels
• Ensure the safety of guests at all times
• Maintain public area presentation
• Maintain a neat and tidy office appearance
• Ensure Employee Survey participation is encouraged, results shared, and plans are put in place for continuous improvement
• Encourage a local community activity at least once per annum
• Involve your team in regular, quality feedback discussions and the Performance Management processes
• Develop team’s capabilities for their current and future roles
• Through Succession Planning and Personal Development Plans, keep the team informed of career opportunities
• Ensure the team is kept up to date with benefits and are recognized for their contributions
• Effective management of annual leave and rostering to provide the right work-life balance
• Ensure OH&S standards and procedures are in place and staff receive the relevant training and refresher training to keep their knowledge up to date on hazards, operating procedures, use and maintenance of equipment, and emergency response procedures
• Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking
• Meet and greet VIPs
• Handle all complaints
• Ensure working of all Front Office Policies and Procedures
• Ensure effective shift hand-over
• Be knowledgeable of Front Office systems and know backup procedures and system recovery procedures
• Efficient check-in and check-out process
• Review and monitor early morning wake-up procedures
• Post room charges
• Maintain correct guest registration cards
• Maintain special programs (e.g., frequent flyer; priority club)
• Effective management of incoming and outgoing calls
• Maintain current Hotel information
• Provide information on memberships
• Communicate problems, resolved or unresolved, to your Supervisor at shift changeover and document in log book
• Complete knowledge of all room types, hotel matrix, and facilities
• Review arrival lists and anticipate needs
• Operate communication equipment
• Access and use rooms computer programs
• Conduct credit card checks
• Ensure staff adhere to Standards and Procedures for cash handling
• Maintain own cash float
• Correct banking
• Any other duties that may be required to be carried out throughout a night shift
• Employees must ensure they comply with WVRAP’s OH&S Policy, procedures, and any reasonable instruction given by WVRAP
• Employees must not willfully place at risk the health and safety of themselves or any other persons in the workplace and not willfully or recklessly interfere with or misuse anything provided for health and safety
• Display a Count On Me! service to all internal and external parties
• Display innovation through inspiring, creating, and improving processes and products
• Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering on the promise
• Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible

KEY POSITION CRITERIA:

• Demonstrated ability to interact with customers, employees, and third parties that reflects highly on the hotel, the brand, and the Company
• Good writing skills
• Proficient in the use of Microsoft Office and Front Office System
• Problem-solving, training, and organizational abilities
• Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management, or equivalent
• 2 years experience in front office/guest services or related discipline including supervisory experience, or an equivalent combination of education and experience

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.