Owner Reservations Sales Representative

Westgate Resorts•Ocoee, FL

10d•Hybrid

About The Position

This is a blended customer service and sales role where you will answer inbound owner calls, assist with booking, modifying, and canceling reservations, explain ownership benefits and usage rights, process exchange requests, review account information, and clearly explain reservation-related charges. While providing a 5-star owner experience, you will also be expected to ask for the booking on eligible calls and recommend options that fit the owner’s travel plans, including room upgrades, additional nights, vacation packages, and Vacation Guard Travel Protection. Success requires someone who enjoys helping people while also being comfortable selling, meeting performance expectations, handling and overcoming objections. The role involves a 6-week training period (4 weeks training + 2 weeks nesting) followed by a schedule that includes weekends. A work-from-home opportunity is available after 90 days, with a potential hybrid schedule based on distance.

Requirements

High school diploma or GED required
2+ years of customer service experience preferred
1+ years of sales and call center experience is plus
Ideal candidates have sales, collections, and/or front desk experience.
Strong communication, listening, and multitasking skills
Comfortable working in a fast-paced, metric-driven environment.
Must be willing to ask an owner to book, offer owner paid add-ons, etc.
Must be able to work weekends and holidays as needed
Must pass a background check and drug screening

Nice To Haves

Bilingual English/Spanish is a HUGE plus (additional pay available!)

Responsibilities

Answer and manage inbound calls from Westgate Resort owners.
Assist owners with booking, modifying, and canceling reservations.
Teach owners how their ownership works: usage rights, seasons, banking and borrowing, and account status.
Process external exchange requests through a third-party partner.
Offer Vacation Guard Travel Protection on every eligible reservation and explain clearly what it does and does not cover.
Ask for the booking on every eligible call, and offer upgrades, added nights, and packages that fit the owner’s plans.
Explain required charges (developer exchange fees, housekeeping fees, and seasonal upgrade fees) clearly and confidently, including those who dispute them.
Hold to policy when an owner pushes back and know when to escalate rather than concede.
Maintain accurate documentation and meet quality/performance expectations.
Use multiple systems and tools to support owners, including MR, Owner Console, Loyalty Console, Alvaria Dialer, Microsoft Teams and SharePoint.

Benefits

Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
Paid Time Off – Vacation, Sick, and Personal Time to Recharge
Paid Holidays
401(k) with Generous Company Match to Support Your Future
Daily Pay – Access Your Earnings When You Need Them
Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
Wellness Programs to Support Your Well-Being
Flexible Spending Accounts (FSA)
Tuition Assistance to Help You Grow Your Career
Military Leave
Employee Assistance Program (EAP) – Support When You Need It Most
Life, Disability, Accident, Critical Illness, and Hospital Insurance
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 After 1 Year of Service
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact