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Reservations Consultant

Reservations Consultant

  • Work from home, Orlando, Florida, United States, 32821
  • Customer Service - General
  • Full Time

We Put the World on Vacation

At Travel + Leisure Co., our mission is simple: to put the world on vacation. With a focus on vacation ownership, travel memberships, and exchange programs, we’re shaping the future of leisure travel by creating new possibilities for vacationers. 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 Reservations Consultant promotes the success of our $150MM rental agency by ensuring the timely and accurate capture of reservations, processing of financial transactions, agency processing, transmittal of reservations, relocations and problem resolution support. Maintain and enhance the brand reputation by personally addressing and resolving customer service issues with customers, resorts and vendors. Responsibilities also include displaying and executing the Hospitality with Heart behaviors of a Travel + Leisure Co. employee. This role is work from home from Orlando, Florida.

How You'll Shine

Reservation Processing Activities

  • New vendor reservations pulled from extranets and input into iHotelier

  • Monitor team email inbox for new reservations

  • Reservations from daily iHotelier file are uploaded in a timely manner

  • Reservations charged where automatic payment processing did not occur

  • Cancelations and modifications processes and documented in daily file

  • Refunds processed and documented daily

Customer service and resolution for escalated issues

  • Work directly with customers, resorts staff, call center staff, vendors to investigate and negotiate resolutions for referred customer service issues

  • Monitor team 800 phone line for incoming customer service, customer service certificate reservations, and third-party reservations support

Administer Payment Issues

  • Process reservation denials and cancellations for reservations booked via third parties where the credit card payment was declined, contacting guest or the third party as appropriate

  • Provide support to resort staff and customers in case payment information questions are raised

What You'll Bring

  • High School Diploma

  • Able to work any shifts Mon-Sun between 8am - 12am

  • Must be available for 3 weeks in-person training in Orlando, FL

  • Position will be home based upon completion of training

  • Demonstrated ability to work under pressure

  • Possesses good written and oral communication skills

  • Ability to multitask and to work in multiple computer systems

  • Familiarity with accessing, navigating and filling out forms online

  • Moderate proficiency using Microsoft Excel, Microsoft Word

  • One year travel/tourism/vacation ownership industry customer service experience or equivalent customer service-oriented industry

Unless there is a legal requirement, experience will be accepted for the education requirement.

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. Travel + Leisure Co. benefits include:

  • Medical
  • Dental
  • Vision
  • Spending accounts
  • Life and accident coverage
  • Disability
  • Voluntary income protection benefits
  • Wellness program
  • Employee Assistance Program
  • Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
  • 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
  • Legal and identify theft

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.

Job Requisition: R-58549

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