Water, Nature, Outdoors, Rock, Sea, Ocean

Trainer/QA, Owner Services

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Trainer/QA, Owner Services

  • 2F-1 Business Center 9, Philexcel Business Park, Clark Freeport Zone, Pampanga, Philippines, 2023
  • Full Time
  • Wyndham Destinations

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.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

  • Deliver face to face induction training for Owner Services & Loyalty new hires including Service Standards, Quality Assurance program and Key Performance Indicators
  • Provide  end to end management of new hires during Induction and graduation period and provide  Team Leaders with a weekly consultant report card outlining new hire abilities, progress and performance management concerns.
  • Complete new hire set ups including but not limited to, Information Technology New User forms
  • Assist with recruitment of new hires including but not limited to reviewing resumes, phone screening, face to face interviews and reference checks
  • Regularly monitor calls and identify opportunities for training to enhance service delivery to Owners.
  • Provide support to the Quality and Assurance team by completing call evaluations for Owner Services & Loyalty consultants as required.
  • Lead by example by taking customer calls to assist with call queues and support the broader team.
  • One on one coaching of consultants on the floor when training need identified.
  • Deliver regular face to face training for Owner Services & Loyalty staff members as determined by Owner Services & Loyalty Team Leaders, Supervisors and Managers, ensuring training is followed up for any attendees not present during scheduled sessions.  
  • Schedule all training sessions in consultation with Owner Services and Loyalty Team Leaders, Supervisors and Managers.
  • Provide assistance to Owner Services & Loyalty phone consultants and support the OS&L leadership team by being available for consultant questions.
  • Keep up to date with the most current Club information to ensure accurate information is being trained to consultants and provided to Owners.
  • Ensure that all reasonable directions given with regards to health and safety are followed, to not wilfully place at risk the health and safety of yourself or any person in the workplace and to not wilfully or recklessly interfere with or misuse anything provided for health and safety.
  • Display a Count On Me! service 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. 
  • Complete all administration duties within the required time frame including reporting on attendance, cancellations.
  • Other duties as assigned by Owner Services & Loyalty Training Team Leader.  

KEY POSITION CRITERIA:

  • Experience in managing, coaching and mentoring would be highly regarded
  • Excellent presentation skills and be able to present in a clear, professional and confident manner. Strong verbal communication skills, including ability to communicate in a professional and courteous manner.
  • Prior experience as a trainer or presenter with a Cert IV in TAA
  • Prior experience in design and implementationof training courses would be highly regarded.
  • Illustrates experience in handling difficult customer complaints, monitoring customer service standards and implementing training to improve service levels within a face to face presentation environment and over the phone.
  • Demonstrated experience in the accommodation or travel industry with working knowledge one or more of the following systems would be highly regarded – Venice,IRIS
  • Intermediate to advanced knowledge of Microsoft Office programs, including, Excel, Word, Powerpoint & Outlook
  • Understand and be able to clearly explain the WorldMark South Pacific Product and Club Guidelines, Exchange partners RCI , ICE & Interval International and any associated products or affiliates.
  • Displays a positive, professional manner with the ability to represent the department in project teams, dealing with key relationships from all levels within the organization and the ability to work under pressure
  • Be supportive of co-workers, liaise with members of staff at all levels to solve problems and maintain a positive demeanor
  • Ability to take direction and carry out responsibilities in accordance with company policies and any applicable laws.
  • Is trustworthy and  has the ability to work unsupervised
  • Exceptional time management and organisational skills.
  • Flexibility to work evenings and weekends as required.
  • Flexibility to travel nationally and internationally frequently and for extended periods. Must have a current dirvers licence and personal transport.
  • Must possess a Professional image at all times while presenting at workshops and dealing with Sales teams and Resorts. 
  • Understands link between customer service and company profitability and must be an advocate for Wyndham and WorldMark and be a team player willing to contribute to a positive working environment.

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-29422

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