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Start Your Hospitality Career with Wyndham Destinations

Job ID: 
Job Function: 
Call Center & Customer Service
Bethany Beach, Delaware United States
Brand / Resort: 
ResortQuest by Wyndham Vacation Rentals

Year Round Reservations Agent - ResortQuest Bethany Beach by Wyndham Vacation Rentals

13 Dec 2018


This position is responsible for answering reservations and customer service calls, responding to email inquiries and assisting walk in customers with the focus on converting as many leads as possible into a reservation.   They will also assist customers throughout their vacation experience including choosing the best accommodation available, upselling travel insurance and various services, answering a wide range of general questions and explaining a variety of processes related to their reservation, before they arrive, during their stay and after they check out. They must remain knowledgeable of all company/department procedures in order to know how to properly route calls, explain community rules and amenities along with an understanding of how each department works together in order to properly service the customer.  A high focus on the customers experience is of the utmost importance.


Essential Job Functions





Answer incoming reservation calls and customer service calls as quickly as possible to provide guests with information as requested or solutions to their issues, delivering a high level of COM service.  Convert telephone, walk-in and email inquiries into reservations. Input customer information (names and addresses) of all inquiries into the appropriate database.


Follow proper phone etiquette procedures using the approved greeting, listening to the callers request, asking probing questions to determine the right solution, explain actions taken, thank them for calling and ensuring they are satisfied with the action


Adhere to standard department metrics, including conversion goals, travel insurance sales, Signature scores, proper use of discounts, proper use of source codes and remain logged in and available at all times, unless on lunch, break or assisting an internal/external customer.


Reply to all e-mails within a timely manner, including reservation inquires and web bookings.  Follow the set procedure for responding in a professional way with a focus on delivering COM service and converting inquiries into reservations.  Partner with Revenue Management to service guests who book via one of our channel partners.


Assist customers with general inquiries, payments (including past due), booking process, arrival process, area/community information, in-house issues, property management items etc.  Initiate or resolve in-house customer complaints, assist with processing lost & found. For owners; process owner blocks, including fees and housekeeping services by phone or email.


Stay knowledgeable of all local/regional ResortQuest rental policies and procedures, including those related to property locations, services, floor plans, amenities, programs, marketing initiatives, market trends, available promotions, service options, accounting and front desk.


Conduct annual property evaluations as assigned, by the deadline, following the proper format and process outlined.


During evening hours, and on weekends, assist guests with after-hours check-in procedures, and after-hours emergencies during assigned on-call rotation.


Maintain an active Delaware Real Estate License as required by Delaware Law.  Uphold Code of Ethics, and adhere to rules and regulations set forth by the Delaware Real Estate Commission.


Perform other duties as assigned.






Minimum Requirements and Qualifications:


High School diploma or equivalent required 

Delaware Real Estate License


Knowledge and skills  

  • Ability to multi-task and work in a fast paced environment
  • Excellent customer service skills
  • Ability to complete all tasks/responsibilities as assigned by management

  • Ability to effectively communicate verbally & in writing

  • General computer knowledge

Technical Skills 

  • General knowledge of computers
  • Experience with handling calls and use of a call center phone
  • Proficiency in Microsoft Office products (Word, Excel, Outlook etc), including email management, and Excel formatting (sorting, filtering, formulas etc.)

Job experience

  • Telephone marketing/sales experience and ability to sell is preferred. 
  • Minimum of 1 year of experience in Customer Service. 
  • Proven telephone techniques and ability to service customers using a friendly, courteous and respectful telephone manner. 


    Unless there is a legal requirement, experience will be accepted for the education requirement.


If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.

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