Job Description

Job Summary

The Reservations Agent is responsible for accurately processing inbound tour reservations, with or without transportation, and supporting prospective customers through inbound programs and translation services. This role ensures smooth communication, efficient scheduling, and excellent customer service to maximize bookings and enhance the guest experience.

Essential Duties and Responsibilities

• Accurately input all inbound reservations, with and without transportation.
• Professionally answer and route inbound phone calls.
• Maintain updated qualifications and assist OPCs (Outside Public Contacts) with changes.
• Provide translation support for Portuguese- or Spanish-speaking prospective customers to facilitate tour bookings.
• Communicate flow or qualification changes to OPCs at designated locations.
• Handle inbound phone program inquiries and solicit prospective customers.
• Provide accurate directions to all resort properties.
• Check in and out outside solicitors at specified locations.
• Monitor flows, coverage, and production during each shift; provide the Manager on Duty (MOD) with pertinent updates.
• Conduct location verifications each shift to confirm staffing; notify Field Managers of “open” locations and maintain records for accurate assessment of penalties.
• Package brochures for departmental Fun Packs distributed at hotel Guest Services locations.
• Verify daily “no show” tours and contact guests to rebook, maximizing resort bookings.
• Book room nights for Westgate Resorts properties, including Westgate Lakes, Westgate Towers, Westgate Villas, Westgate Park City, and Blue Tree Resorts.
• Perform light clerical duties as assigned.

Qualifications

Job Requirements

To perform this role successfully, the Reservations Agent must be able to complete each essential duty with accuracy and professionalism. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

• High school diploma or GED required.
• One to three months of related experience and/or training preferred.
• Equivalent combination of education and experience may be considered.

Qualifications

• Proficiency in word processing and spreadsheet applications.
• Strong communication skills.
• Self-starter with minimal need for supervision.
• Ability to work collaboratively with others.
• Highly organized and detail-oriented.
• Accuracy-focused with the ability to meet deadlines.

Additional Information

Why Westgate?

• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Wellness Programs to Support Your Well-Being
• Tuition Assistance to Help You Grow Your Career
• Employee Assistance Program (EAP) – Support When You Need It Most
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. __ All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.