Concierge Agent -Journey Team in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 12/2/2019

Job Snapshot

Job Description


This position will be responsible for providing superior customer service to all marketing package guests at all touch points. These can include phone calls, emails, or processing request forms submitted by guests. The position will also be responsible for a number of administrative support functions including but not limited to what is outlined below.


  • Responsible to outreach to guests with reservations that have balances on their marketing packages and or open Contracts with our Latitudes program.                  
  • Contact all guests that did not show up to their marketing presentation and try to reschedule them.
  • Provide voice and administrative support for guests that require “hotel moves” to ensure guest expectations are communicated and accurate.               
  • Conduct “call reviews” of marketing packages submitted by management to review compliance and or guest issues.             
  • Assist management with special projects as necessary. Including but not limited to the following: Data Cleanup, responding to guest emails, managing the “unassigned room report,” and any other projects assigned by management.


Job Requirements


  • Minimum two years call center experience preferable.
  • Must have excellent verbal and written skills.
  • Timeshare/hospitality background preferred.
  • Must be able to work a variable schedule, including evenings and weekends, based on call center needs and be enthusiastic and energetic.
  • Must possess basic data entry and word processing skills.
  • Must have the ability to look up dates, while servicing guest on the phone. Plus the ability to input accurate notes pertaining to guest contact and or needs.
  • Requires superior organizational and tracking skills and the ability to navigate through the Internet while on phone with the guest.