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Confirmations Agent

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time

Go Put the World on Vacation

 

At Travel + Leisure Co. our goal is simple: to put the world on vacation. We’re the world’s leading membership and travel company, with a portfolio of nearly 20 resort, travel club, and lifestyle travel brands. Our global team of associates brings hospitality to millions, turning vacation inspiration into exceptional travel experiences through our products and services: Wyndham Destinations, the largest vacation ownership company with 230 vacation club resort locations across the globe; Panorama, the world’s foremost membership travel business that includes RCI, the largest vacation exchange company, along with industry-leading travel technology, and membership travel brands; and Travel + Leisure Group, offering travel products and services all inspired by top online and print travel content, including travel booking platform BookTandL.com, subscription travel clubs and branded consumer products.

Position Summary: As a Confirmations Agent, your primary responsibility will be to assist management and other associates in confirming arrival dates of upcoming vacation reservations for guests who have purchased a marketing preview package, while maintaining a high-level of customer service and satisfaction.  We are looking for an individual who will respond to our owners and potential owner needs in a timely, professional manner, reducing package cancellations and increasing show rate, tours and VPG by utilizing outstanding communication skills, innovative thinking and promoting Wyndham's COM philosophy.  This position is essential to maintain our arrival, revenue and tour volume.

Responsibilities:

  • Make outbound calls to guests who have secured travel dates for their marketing package and confirm their arrivals date in order to increase show rate and tour delivery to the sites. 

  • Must be able to maintain a high level of production pace while providing excellent customer service.

  • Timely guest follow up ensuring customer service issues are resolved completely and promptly with detailed insight and creative alternatives to assist guests, promote travel and reduce the Sales and Marketing cancellation rate and improve the guest experience.

  • Provide support to the management team with revenue, tasks, accommodation changes and projects with comprehensive, confidential and professional disclosure of incidents and escalations where required.

  • Conduct trainings, calibration sessions, etc.

  • Take inbound phone calls to support Inbound Reservations when call volume dictates.

Qualifications:

  • High School diploma or equivalent

  • Must be able to work flexible shifts to include weekdays, evenings and weekends to suit business needs.

  • Must have the ability to be persuasive and informative with excellent problem solving and strong customer service skills.

  • Exceptional listener with excellent communication skills, both verbal and written.

  • Must have the ability to deescalate customer situations and sway decisions.

  • Must possess a positive, outgoing, professional demeanor, be self motivated, detailed oriented and able to work independently. 

  • Must demonstrate solid judgement and firm decisions, vast product knowledge, marketing systems knowledge in addition to excellent problem solving skills.

  • Demonstrate professionalism and
    excellent customer service skills with all customers, both internal and external, maintaining a positive brand image and company reputation.

  • CRS and/or Liberation experience required

  • MS Office, Word, Excel experience required

  • 12 month minimum sales, customer service, reservations or equivalent experience required.

  • Schedule: Monday - Sunday, 10:00am - 9:00pm (will work only 5 days, must be flexible).

A World of Inclusion

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants 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@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-22108

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