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Getaway Guide

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Getaway Guide

  • Level 4, Bermuda Point, Varsity Lakes, Queensland, Australia, 4227
  • Full Time
  • Panorama

Put the World on Vacation

At Panorama our mission is simple: to put the world on vacation. As the world’s foremost membership travel business and part of Travel + Leisure Co., we bring a broader perspective through our brands, including RCI, the largest vacation exchange company, 7Across, Love Home Swap, the Registry Collection, @Work International, and the Alliance Reservations Network. Together we’re shaping the future of the travel industry as we deliver new vacation possibilities.

Job Description

Primary Objective of the Role

To actively contribute to the company vision by providing an exceptional service to members; through the delivery of accommodation reservations, confirming exchanges, susbscriptions and renewals and meeting service expectations. 

PRINCIPLE RESPONSIBILITIES 

  • Respond to inbound customer enquiries with confidence and enthusiasm leading to a positive resolution 
  • Conduct outgoing calls to confirm exchanges and actively manage a member’s account effectively 
  • Maximise conversion of incoming calls into confirmed bookings by pro-actively offering the most appropriate holiday solution 
  • Sell/promote additional 7Across travel-related products/services (e.g. current promotions and renewals) to generate corporate revenue.  
  • Utilise effective listening and customer service skills to identify member needs and/or problems and travel expectations and provide problem solving for members when required.    
  • Educate members on the value of their membership and the most effective use of the exchange process.   
  • Process member account transactions by entering accurate data into the exchange system to record current member contacts and accounts activity 
  • Provide professional and compliant advice to customer enquiries 
  • Work both individually and as part of the Member Services team towards achieving weekly and /or monthly targets 
  • Maintain the appropriate administration relating to accommodation enquiries' 
  • Assist affiliated resorts with arrival information and facilitating guest enquiries' 
  • Take responsibility for the accuracy of members’ reservations activity and responsibility for the collection of monies due and refunds 
  • Respond to all forms of written member correspondence in a prompt manner 
  • Actively participating in group meetings and training 
  • Participate in cross-training to assist in other departmental roles including inventory allocations, sales and exchanges 
  • Comply with all 7Across Policies and Procedures, as amended from time to time 
  • Responsible for contributing to a safe, healthy and secure working environment, free from harassment, bullying and discrimination 
  • Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivery on the promise. 
  • Perform all other reasonable duties as required and/or directed. 

KEY POSITION CRITERIA

Skills / Qualifications 

  • Proven delivery of outstanding customer service and display willingness to go ‘above and beyond’ for colleagues and members 
  • Evidence of high level communication skills in all aspects 
  • Displays enthusiasm to maximise reservations and ability to identify the opportunity to offer additional products 
  • Demonstrated experience in efficiently using travel or accommodation reservation systems 
  • Ability to gain thorough product knowledge on all 7Across affiliated resorts and hotels 
  • Ability to prioritise workload and manage your time to achieve expected high level of productivity 
  • Intermediate knowledge of Microsoft Office programs. 
  • Displays a positive demeanour and ability to work under pressure. 
  • Experience working in an in-bound call centre 
  • Timeshare knowledge and sales experience would be an advantage 

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants 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@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-38567

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