Confirmations Agent

Travel + Leisure Co.•Florida, USA (work from home), FL

3d•Onsite

About The Position

The Guest Experience Specialist is responsible for delivering exceptional service to guests before, during, and after their vacation experience. This role manages a combination of inbound and outbound communications related to marketing vacation packages, including confirming upcoming arrivals, answering travel-related questions, resolving guest concerns, supporting post-travel inquiries, and reducing reservation cancellations. The specialist partners with internal departments to ensure guests are fully prepared for their vacation experience while maximizing guest satisfaction, arrival confirmations, show rates, and overall tour delivery. Success in this role requires outstanding communication skills, strong problem-solving abilities, sound judgment, and the ability to confidently resolve customer concerns while creating positive guest experiences.

Requirements

High School Diploma or GED required.
Minimum one year of experience in customer service, hospitality, reservations, travel, contact center operations, or a related field required.
Demonstrated ability to build rapport and provide exceptional customer experiences over the phone.
Strong verbal and written communication skills.
Excellent active listening and conflict resolution skills.
Ability to professionally manage difficult conversations while maintaining empathy and sound judgment.
Strong critical thinking and problem-solving abilities.
Ability to multitask across multiple systems while maintaining accuracy and efficiency.
Comfortable working in a fast-paced, performance-driven contact center environment.
Proficiency with Microsoft Office applications including Outlook, Word, and Excel.
Ability to work flexible schedules including evenings, weekends, and holidays based on business needs

Nice To Haves

Previous experience within the vacation ownership, hospitality, or travel industry preferred.
Experience using reservation, CRM, or hospitality management systems preferred.

Responsibilities

Contact guests through outbound phone calls, email, or other approved communication channels to confirm upcoming vacation arrivals and presentation details.
Receive inbound calls from guests regarding upcoming reservations, travel planning, package details, accommodations, presentation requirements, incentives, and general vacation questions.
Assist guests after travel by researching and resolving questions regarding incentives, redemption processes, billing concerns, or other post-travel inquiries.
Resolve guest concerns professionally by identifying solutions, offering appropriate alternatives within company guidelines, and de-escalating challenging customer interactions.
Proactively work to retain reservations by minimizing cancellations through education, creative problem solving, and guest-focused solutions.
Verify reservation accuracy including travel dates, accommodations, guest information, eligibility requirements, and presentation details.
Coordinate with reservations, activations, marketing, and other internal departments to ensure accurate communication and timely issue resolution.
Maintain accurate documentation of all guest interactions, follow-up activities, and resolutions within company systems.
Meet or exceed departmental performance expectations including quality, productivity, guest satisfaction, call handling standards, confirmation rates, cancellation reduction, and attendance.
Support business initiatives including accommodation changes, operational projects, testing, process improvements, and special assignments.
Participate in training sessions, calibration meetings, coaching activities, and continuous learning opportunities.
Provide cross-functional support to Reservations or other call center teams during periods of increased call volume or business need.