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.
Job Summary
The Sr. Universal Agent - Team Lead is responsible for delivering a high-quality guest arrival, front desk, concierge, and marketing experience while generating qualified tours for the site’s sales team. This role supports guest registration, check-out, resort service recovery, tour qualification, scheduling, and follow-up efforts in accordance with company standards and compliance requirements. The position also assists other Universal Agents with guest engagement, closing support, coaching, and daily execution to help drive production and operational consistency. This role serves as a positive and professional brand ambassador while supporting both the guest experience and the financial performance of the location.
Essential Job Responsibilities
Beginning with the most important, or in a logical sequence, the responsibilities below outline the major functions of the role. The total percentage of working time equals 100%.
Responsibilities include, but are not limited to:
- Greet, register, establish credit, issue keys, complete check-out procedures, compute bills, collect payment, support front desk functions, enter and follow up on guest issues, complete required checklists, cash procedures, bucket checks, stocking, emergency reports, and maintain a professional guest experience throughout the arrival and departure process. Smoothly transition guests from the check-in experience into the marketing function by presenting the opportunity to participate in a vacation ownership sales presentation in exchange for locally offered premiums. (40% time)
- Prescreen, qualify, schedule, manifest, and update tour information in accordance with company policies, compliance standards, FOC requirements, and regional performance expectations. Maintain minimum performance standards for qualified tours processed at the site and communicate reschedules or changes to the appropriate administrative team as they occur. (20% time)
- Assist other Universal Agents with guest engagement, qualification, scheduling, closing support, objection handling, follow-up strategy, and production execution. Provide peer coaching, feedback, and in-the-moment support as appropriate to help improve team performance and consistency. (15% time)
- Deliver general concierge services by responding to guest questions, concerns, and requests in a prompt and satisfactory manner. Provide information on resort amenities, local restaurants, attractions, activities, reservations, and area recommendations while maintaining a guest-first approach. (10% time)
- Call and/or follow up with guests who do not commit to tour at check-in; prepare and distribute door hangers or other materials; prepare daily and future arrival paperwork, welcome gifts, and pre-call materials; partner with resort staff and leadership to review arrival information, identify qualified opportunities, set guest expectations, answer telephones/PBX, communicate with other departments, distribute mail or messages, post applicable charges, balance receipts, and perform other duties as needed. (15% time)
Travel Requirements
None. 0% travel required.
Minimum Requirements and Qualifications
The following minimum requirements and qualifications are needed to perform the duties of the job.
Education
- High School diploma, GED, or equivalent.
Training requirements
Knowledge and skills
- Excellent verbal and written communication skills; must maintain a high level of professionalism at all times. Demonstrated ability to work under pressure in a fast-paced hospitality and marketing environment. Strong interpersonal skills with the ability to engage guests, build rapport, and present marketing offers confidently. Ability to effectively coach, support, and provide feedback to other Universal Agents. Ability to efficiently multi-task and prioritize guest service, front desk operations, and marketing responsibilities. Ability to screen and qualify potential customers based on company guidelines. Ability to carry out responsibilities in accordance with company policies, compliance standards, applicable laws, and resort-level procedures. Ability to support team performance goals while maintaining individual production standards.
Technical Skills
- Microsoft Programs, including Word, Excel, and Outlook; general computer skills and smart devices; WYNSOS and other resort or marketing systems as required; telephone/PBX systems and two-way radio communication.
Job experience
- Minimum of one year of successful customer service experience in a hospitality or hotel environment required. One year of sales and/or marketing experience preferred. Vacation ownership experience preferred. Prior experience assisting, coaching, or supporting peers in a team environment preferred.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
Complexity
The following describes the complexity, decision-making authority, autonomy, organizational impact, supervisory responsibility, and financial scope of the role.
Level of decision-making authority
- This position may assign rooms, qualify guests for sales presentation invitations, schedule tour time slots, compensate qualified guests for attending presentations within company guidelines, resolve guest issues within established standards, and support Universal Agents with guest engagement and closing opportunities. Decisions must be made in accordance with company policies, compliance standards, resort procedures, and leadership direction.
Level of autonomy
- Works independently within established company policies, compliance standards, resort-level processes, and leadership direction. The position may assist with daily team execution, peer support, and guest opportunity management, but does not have formal management authority.
Impact of incumbent’s decisions on the organization
- Guest service decisions can positively or negatively impact the guest experience, Medallia scores, resort satisfaction, and brand perception. Accurate qualification and scheduling of tours directly support site production and sales revenue. Incorrect qualification or failure to follow standards could result in premium gift expenses being used on unqualified guests and may negatively affect operational performance.
Supervisory Responsibility:
- None. This role does not have direct reports. May provide peer support, coaching, feedback, and closing assistance to Universal Agents as appropriate.
Scope/Financial Responsibility
- This position impacts qualified tour production, premium gift usage, sales presentation attendance, guest satisfaction scores, and overall site revenue opportunity. Strong guest engagement, accurate tour qualification, effective follow-up, and support of other Universal Agents can positively impact total site production and sales revenue. Failure to meet company standards, incorrectly qualify guests, or deliver poor guest service could negatively impact expenses, revenue opportunity, and resort performance.
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.
