Reservations Team Lead

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

Position Summary

Senior level agent position.  Will require leadership, creative problem solving and customer service skills a must.  Agents will take escalated customer service calls & assist TM 1's with set up of reservations, closing and must have strong closing ability.  Agents are also responsible to producing both inbound and outbound reservations.  Other job related duties as required by manager.

Responsibilities:

• Take escalated calls from Extra Holidays customers.  Provide quick and satisfactory resolution to customer issues using guidelines provided by Extra Holidays leadership team.  Provide superior customer service to both internal and external customers based on Wyndham's "Count on Me" initiative.

• Assist TM 1's with closing deals, obtaining inventory & providing resolution to a customer's concerns.

• Answer inbound & place outbound calls.  Agent required to sell Extra Holidays inventory, collect all applicable guest information and create reservation in system.  Agents will be supplied with minimum standards.  Agents must complete all applicable paperwork for inventory requests or closures.  Agents will be required to follow up with guest to advise them of any changes in their rental vacation stay.

• Assist in training sessions to help agents stay updated on product knowledge, sales skills, customer service skills & department policies and procedures. 

• Any other duties assigned my management team.

Qualifications:

• Must have basic knowledge of sales practices on the phone or in person.  Must be able to communicate effectively (written and verbal) with customers. Ability to organize thoughts in an understandable manner. Must have a very reliable memory. Ability to work under stress and adapt to change. Basic mathematics and reasoning skills.  Leadership and motivational skills necessary and ability to close sales a must.

• High school diploma or equivalent (GED); A.A. preferred, but not required to apply.

• 2 years Customer Service experience (reservations a plus) And/or

• 2 years Sales experience (call center sales a plus)

• Must understand company and departmental policy and procedures.

• Extensive product knowledge.

• Knowledge of company systems including but limited too; I-Hotelier, Web Connect, Wyndham Wise & Microsoft Outlook.

• Ability to give full presentation over the telephone and provide clients with all required information.

• Ability to respond to clients objections and effectively close the sale.

• Ability to provide problem resolution and deal with irate customers.

• Superior customer service skills.

• Self-motivated and reliable team member.

• Punctuality a must.

• Must be flexible  to changes.

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.