Reservations Consultant

Job Posting: Reservations Consultant, Global Rental OperationsJob Summary: The Reservations Consultant, Global Rental Operations is responsible for addressing and resolving rental guest resort stay concerns promptly and accurately. This role includes identifying root causes, providing education, and evaluating compensation when necessary. Additionally, the position involves managing crisis situations and guest relocations due to natural disasters, renovations, system issues, and resort evacuations. The Reservations Consultant works closely with the yield, inventory management, and resort teams to ensure smooth transitions for reservation changes. Key Qualifications:Availability for Training: Must be available to attend 2 weeks of in-person training in Orlando, FL.Work Schedule: Once training is complete, the position is home-based with flexible scheduling. Must be available to work any shift Monday through Sunday between 8 AM - 9 PM, including holidays.Experience: Requires at least two (2) years of customer service or timeshare operations experience.Required Skills & Knowledge:Conflict Management: Proficient in managing conflict and skilled in negotiation.Multitasking: Strong ability to handle multiple tasks simultaneously with excellent computer navigation skills.Communication: Exceptional verbal and written communication abilities, with strong listening skills.Adaptability: Quick to learn new information and adapt to change.Decision-Making: Consistently exercises good judgment when making decisions.Ambiguity Management: Comfortable navigating ambiguous situations.Research: Conducts efficient and thorough research to resolve issues.Business Writing: High proficiency in business writing and email etiquette.Self-Sufficiency: Demonstrates self-driven learning and problem-solving.Contract Understanding: In-depth knowledge of contract standards, documentation, and sales compliance.Technical Skills:Proficiency in Microsoft Office products.Familiarity with SharePoint.Key Responsibilities:Relocations & Crisis ManagementCommunicate urgent relocation and cancellation details to guests via phone or email, ensuring clarity and transparency.Keep internal and external stakeholders well-informed with clear and concise communication.Case Review, Handling & ResolutionThoroughly review customer cases, analyzing factors such as compensation, complaint history, financial activity, and feedback.Investigate and compile customer complaints, attach internal/external communication, and document for future reference.Use empowerment tools to resolve issues promptly, ensuring minimal escalation while maintaining company standards.Daily TasksManage daily tasks supporting organizational goals, including resolving requests from customers and internal/external partners via various channels (e.g., shared inbox, OTA portals).This role is essential to providing top-tier service while maintaining strong internal communications and effectively managing crises or urgent situations. Join our dynamic team if you excel in problem-solving, customer relations, and fast-paced environments!

Created: 2025-02-25