Rental Reservations Agent

Westgate Resorts•Ocoee, FL

4h•$16 - $17•Hybrid

About The Position

Westgate Resorts is hiring Full-Time Rental Reservations Agents in Orlando, FL with a unique hybrid work model—100% in-office for the first 90 days, then fully remote after training and passing quality checks. This role starts at $16/hr or $16.50/hr for bilingual Spanish-speaking agents, with additional 10% evening differential and 15% weekend differential. As a Rental Reservations Agent, you will handle 40–50 inbound calls per day from Westgate guests, assisting with servicing reservations, general resort questions, reservation questions and collecting payments. This role requires strong communication skills, fast typing, problem-solving ability, and comfort navigating multiple systems at once. We are hiring immediately for the upcoming 4/16 class. This is a structured call‑center environment with 4 weeks of in-office training (Mon–Fri, 9:00am–5:30pm) followed by 2 weeks of nesting training, both with no time off allowed during the first 90 days. After nesting, the permanent schedule becomes 12:30pm–9:00pm on weekdays (two weekdays off) and a 10:00am–6:00pm weekend schedule. Candidates with hospitality call center experience, sales, collections, front desk, or previous work-from-home success excel in this role. As part of Westgate’s commitment to excellence, training includes weekly Gate Assessments, requiring at least 80% performance to advance to the following week of training. At Westgate Resorts, we live by our core values of Integrity, Passion, and a strong Work Ethic, ensuring every interaction strengthens the guest experience and reflects our standard of service.

Requirements

High School Diploma or equivalent required
4–6 months of sales, customer service, call center, or related hospitality experience preferred
Bilingual Spanish is a major plus (eligible for $0.50/hr bilingual differential after QA approval)
Strong verbal and written communication skills
Fast and accurate typing; ability to work across multiple screens and software programs
Strong problem solver with a customer-first mindset
Must be able to commit to no time off during the first 90 days
Ability to sit for extended periods and occasionally lift up to 15 pounds
Previous work-from-home experience preferred

Responsibilities

Handle 40–50 inbound calls per day from guests regarding booking reservations, general questions, payments, and reservation updates
Provide accurate information on availability, locations, policies, promotions to book or service reservations.
Navigate multiple systems simultaneously including Rental Console, LMS, SAMS, Loyalty Console, Alveria Dialer, Teams, and SharePoint
Deliver exceptional customer service and resolve guests concerns with professionalism
Achieve performance benchmarks across QA, Revenue, call handling, system accuracy, and productivity metrics
Participate in Gate Assessments during training with an 80% passing requirement
Maintain excellent written notes and system documentation
Meet all attendance, punctuality, and schedule requirements, including first‑90‑day restrictions

Benefits

Comprehensive health benefits – medical, dental and vision
Paid Time Off (PTO) – vacation, sick, and personal
Paid Holidays
401K with generous company match
Get access to your pay as you need it with our Daily Pay benefit
Family benefits including pregnancy, and parental leave and adoption assistance
Wellness Programs
Flexible Spending Accounts
Tuition Assistance
Military Leave
Employee Assistance Program (EAP)
Life, Disability, Accident, Critical Illness & Hospital Insurance
Pet Insurance
Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
Advancement & development opportunities
Community Involvement Programs