Guest Services Coordinator

2 weeks ago


Orlando, Florida, United States Holiday Inn Club Vacations Full time
Job Overview

This role is dedicated to delivering exceptional customer support to all guests utilizing our marketing packages across various communication channels. Responsibilities encompass both direct guest interactions and essential administrative tasks as outlined below.

KEY RESPONSIBILITIES:

  • Engage with guests who have outstanding balances on their marketing packages or open contracts within our loyalty program.
  • Reach out to guests who missed their scheduled marketing presentations to facilitate rescheduling.
    Provide both voice and administrative assistance for guests needing 'hotel transfers' to ensure clear communication of expectations.
  • Perform 'call evaluations' on marketing packages submitted by management to assess compliance and address guest concerns.
  • Support management with special initiatives as required, including but not limited to: data organization, responding to guest inquiries, overseeing the 'unassigned room report,' and other projects as directed.
  • Oversee data organization within systems to guarantee accurate booking of tours and accommodations.
  • Contact guests who have declined text confirmations.
  • Manage email correspondence related to confirmations and cancellations.

REQUIREMENTS:

  • At least two years of experience in a call center environment is preferred.
  • Exceptional verbal and written communication skills are essential.
  • Experience in the timeshare or hospitality industry is advantageous.
  • Ability to work a flexible schedule, including evenings and weekends, based on operational needs, with a positive and energetic demeanor.
  • Basic skills in data entry and word processing are necessary.
  • Capability to reference dates while assisting guests over the phone, along with the ability to accurately document guest interactions and requirements.
  • Strong organizational and tracking abilities, with proficiency in navigating the Internet while engaging with guests.


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