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Owner Services Team Leader

  • 2F-1 Business Center 9, Philexcel Business Park, Clark Freeport Zone, Pampanga, Philippines, 2023
  • 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 REPORTS TO:

Director Owner Operations & Support

POSITIONS REPORTING TO THIS POSITION:

Inbound Owner Services Consultants

Senior Owner Services Consultants

Elite Owner Services Consultants

KEY RELATIONSHIPS:

Other Inbound Owner Services Team Leaders in Australia and the Philippines

Club Wyndham and Associate Resorts

Customer Experience, Finance & Sales teams

PRIMARY OBJECTIVES:

To actively contribute to the company vision of making holiday dreams come true by leading a team of Inbound Owner Services consultants to provide exceptional service to Club Wyndham South Pacific owners through delivery of accommodation reservations and travel related products and services resulting in increased growth and profit through owner referrals and upgrades. 

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

  • Leading a team of representatives to proactively provide a 7 day service to Club Wyndham South Pacific owners and selected WVCSP customers.

  • Maintaining a premium customer service culture and environment through, staff training and motivation to go ‘above and beyond’.

  • Lead by example by taking customer calls to assist with call queues and support team.

  • Clearly communicating to team members the company and departmental goals and objectives, and engaging team members in the development of service standards and processes.

  • Ensuring travel bookings and administration are managed in accordance with statutory requirements of ASIC.

  • Participating in the development of individual and team targets in accordance with departmental objectives.

  • Monitoring the performance of service standards and implementing appropriate actions to overcome deficiencies.

  • Maintaining motivation and training for staff to maximise conversion of incoming calls and on-line enquiries into confirmed bookings.

  • In conjunction with other key stakeholders, train staff on WVCSP and Club Wyndham programs, products and other services to enhance customers’ use of their Club Wyndham ownership.
  • Promote customers’ use of the on-line reservation and owner service system.

  • Pro-actively interacting with other team leaders and relevant stakeholders in the development of new initiatives and process improvements.

  • Participate in the recruitment, training and performance management.

  • Assist in the resolution of customer queries by ensuring professional advice is provided to customers in relation to their enquiries and handling escalated customer complaints.

  • Ensuring the team maintains accurate records of customer contact and administration.

  • Ensuring appropriate communication is maintained with Club Wyndham, affiliated resorts and other suppliers in relation to bookings and arrival information.

  • Ensuring payments associated with travel and reservations bookings within the team are administered correctly and that any errors and discrepancies are rectified.

  • Other duties as assigned by the Inbound Owner Services Supervisor or Director of Owner Operations & Support.

  • Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be effected by your conduct in the workplace.

  • 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:

  • Proven experience in leading teams in a call centre environment, responsible for the delivery of complex customer service solutions (including recruiting, training and performance management).

  • Demonstrated experience in handling difficult customer complaints, monitoring customer service standards and implementing training to improve service levels.

  • Displays strong leadership skills with demonstrated ability to engage team members and successfully implement significant changes to culture and responsibilities.

  • Demonstrates experience in the accommodation or travel industry with working knowledge of one or more of the following systems would be highly regarded - Galileo, Cross-check, IRIS.

  • Proven experience in the development of new initiatives and projects. 

  • Displays a positive, professional manner with the ability to represent the department at internal meetings and dealing with key relationships from all levels within the organisation.

  • Understanding of hotel yield management and techniques to maximise usage.

  • Evidence of high level professional  communication skills in all aspects.

  • Intermediate knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook. 

  • Displays positive demeanor and ability to work under pressure.

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-22323

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