We Put the World on Vacation

At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270 vacation club resort locations across the globe. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

PRIMARY OBJECTIVES:

At Travel + Leisure Co., our vision is to put the World on Vacation, in your position as Holiday and Engagement Specialist, you will be responsible for providing exceptional service primarily to Lifestyle by Wyndham Bronze, Silver, Gold, Platinum and 100Club members through delivery of accommodation reservations and travel related products and services resulting in increased growth and profit through owner referrals and upgrades.

Our Values are the HEART of Wyndham Destinations, the beliefs of our global team that define what we recognize as important, meaningful and right:

Hospitality – treating everyone like family

Engagement – delivering our promise

Accountability – owning our impact

Respect – considering others in every interaction

Teamwork – succeeding together

PRINCIPAL RESPONSIBILITIES (Include but not limited to:)

• Educate owners on products & services available to drive up the conversion of products & services across their ownership. 
• Answer inbound calls and conduct outbound calls including, but not limited to; welcome calls, retention calls, expiring credits calls, Lifestyle by Wyndham calls, project calls, education to our new & existing owners, and reservation.
• Respond to emails assisting owners with their enquiries including but not limited to; reservation information, confirmations/cancellations or amendments, and additional details. 
• Schedule and maintain owner education sessions, whilst increasing attendance to maximize sales opportunities.  
• Maximizing conversion of incoming calls into confirmed bookings by proactively offering the most appropriate holiday solution and identifying upsell and cross sell opportunities on every call.

• Providing professional and compliant advice to owner enquiries; aiming to provide an end to end service within each call, face to face interaction or written communication.
• Able to promote and service all elements of the Lifestyle by Wyndham program, identifying and taking action to further upgrade existing Owners.
• 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.

• Working both individually and as part of the Owner Services team towards achieving weekly and/or monthly targets, including participation with the Owner Information and Education teams.
• Maintaining the appropriate administration relating to travel & accommodation enquiries.
• Assisting Club Wyndham South Pacific and affiliated resorts with arrival information and facilitating guest enquiries.

• Taking responsibility for the accuracy of owners’ reservations activity and responsibility for the collection of monies due and refunds.
• Actively participating in group meetings and cross-training programs that assist other departmental roles including inventory, allocations, sales and resort operations.
• Other duties as assigned by the Owner Services Supervisor, or Owner Education and Engagement Manager.
• 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 Hospitality with HEART! 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:

• Advanced knowledge and experience in the servicing of the Lifestyle by Wyndham program.
  Proven delivery of outstanding customer service; displays willingness to go ‘above and beyond’ for colleagues and owners.
• Evidence of high level communication skills in all aspects.
• Displays enthusiasm to maximize reservations and ability to identify the opportunity to offer additional products.
• Ability to personalize the service offered to each individual; resulting in increased customer satisfaction.
• Demonstrates  efficiency  in using travel or accommodation reservation systems.  IRIS experience  would mandatory.
• Exhibits thorough product knowledge of all Club Wyndham South Pacific, WorldMark and affiliated resorts / hotels.
• Uses initiative in finding answers and solutions.
• Ability to prioritize workload and manage your time to achieve expected high level of productivity.
• Ability to maintain a friendly and approachable disposition when working under pressure.
• 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 organization.
• Intermediate knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook.  Preferred minimum typing speed of 65 wpm. 

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications 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 [email protected], including the title and location of the position for which you are applying.