Rental Operations Representative

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. 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.

 

The Representative, Rental Operations serves as a frontline point of contact for rental customers, VacationShare members, partners, and internal stakeholders. This role processes reservation transactions, responds to routine inquiries, and supports day-to-day operational workflows across the Rental Operations organization. The Representative researches and resolves standard reservation, inventory, and account-related requests, escalating complex or non-routine issues to Senior Representatives or leadership. This position supports shared mailbox management, queue processing, and case documentation to help maintain service levels and a positive customer and owner experience.

How You'll Shine:

• Reservation Transaction Processing – process standard reservation bookings, modifications, and cancellations across reservation platforms; perform routine reservation research and corrections; escalate complex or exception-based scenarios to Senior Representatives
• Customer & Member Support – respond to routine customer, member, and partner inquiries via phone, email, and shared mailboxes; provide account and reservation status updates; document interactions according to established procedures
• VacationShare Support – respond to routine owner and member inquiries regarding listings, payments, and account status; support shared inbox management and program compliance reviews
• Queue Management & Workflow Support – maintain assigned work queues, including cancellation requests, rental agreement reviews, and customer research queues; adjust priorities based on queue health and leadership direction
• Payment & Account Inquiry Support – respond to routine payment, refund, and account inquiries; escalate complex payment discrepancies or exceptions to Senior Representatives or Accounting
• Airbnb/OTA & Channel Support – support routine reservation activity across third-party distribution channels; escalate booking or availability discrepancies to Senior Representatives as needed
• Documentation & Compliance – maintain accurate case documentation and follow established PCI, PII, and data privacy requirements

Travel Requirements

• 0%–10% (minimal business need). Rental Operations operates in a 24/7/365 environment, and this role requires working a variable schedule, including evenings, overnights, weekends, and holidays, based on business needs.

What You'll Bring:

• High School Diploma or equivalent required
• Bachelor's degree preferred
• Required training and certifications will be provided based on assigned responsibilities and business requirements
• Strong customer service and communication skills
• Ability to navigate reservation systems and case management platforms
• Strong attention to detail and organizational skills
• Ability to manage multiple priorities in a fast-paced, queue-driven environment
• Required: reservation systems, customer interaction/case management systems, Microsoft Office Suite
• Preferred: TravelClick/iHotelier, RCC/TRIP, FOCUS, and OTA/vendor platforms (Airbnb, Expedia, etc.)
• 0–2 years of experience in reservations, travel, hospitality, or customer service preferred
• Experience working in a fast-paced, customer-facing environment preferred

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

 

A strong candidate has been identified for this position.

 

 

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

 

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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.