Reservations, Team Lead

Wyndham Hotels & Resorts•Orlando, FL

11h

About The Position

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide. Position Summary The Reservations Team Lead will support, develop, train, and motivate all New Hires. They will also take escalated customer service calls and assist Reservations Agents. The Reservations Team Lead will mold and strengthen these sales associates to be fully trained and supported to be successful in their role, which will decrease turnover. This is a Senior level agent position that requires leadership, creative problem solving and customer service skills How You'll Shine Agents will take escalated customer service calls & assist TM 1's with set up of reservations, closing and must have strong closing ability. Agents are also responsible to producing both inbound and outbound reservations. Take escalated calls from our customers. Provide quick and satisfactory resolution to customer issues using guidelines provided by leadership team. Provide superior customer service to both internal and external customers based on Wyndham's "Count on Me" initiative. Assist TM 1's with closing deals, obtaining inventory & providing resolution to a customer's concerns. Answer inbound & place outbound calls. Agent required to sell inventory, collect all applicable guest information and create reservation in system. Agents will be supplied with minimum standards. Agents must complete all applicable paperwork for inventory requests or closures. Agents will be required to follow up with guest to advise them of any changes in their rental vacation stay. Assist in training sessions to help agents stay updated on product knowledge, sales skills, customer service skills & department policies and procedures. Any other duties assigned my management team. Only candidates from Orlando, FL area (within 50 miles) will be considered at this time.

Requirements

Must have basic knowledge of sales practices on the phone or in person.
Must be able to communicate effectively (written and verbal) with customers.
Ability to organize thoughts in an understandable manner.
Must have a very reliable memory.
Ability to work under stress and adapt to change.
Basic mathematics and reasoning skills.
Leadership and motivational skills necessary and ability to close sales a must.
High school diploma or equivalent (GED); A.A. preferred, but not required to apply.
2 years Customer Service experience (reservations a plus) And/or 2 years Sales experience (call center sales a plus)
Must understand company and departmental policy and procedures.
Extensive product knowledge.
Knowledge of company systems including but limited too; I-Hotelier, Web Connect, Wyndham Wise & Microsoft Outlook.
Ability to give full presentation over the telephone and provide clients with all required information.
Ability to respond to clients objections and effectively close the sale.
Ability to provide problem resolution and deal with irate customers.
Superior customer service skills.
Self-motivated and reliable team member.
Punctuality a must.
Must be flexible to changes.

Responsibilities

Take escalated calls from our customers.
Provide quick and satisfactory resolution to customer issues using guidelines provided by leadership team.
Provide superior customer service to both internal and external customers based on Wyndham's "Count on Me" initiative.
Assist TM 1's with closing deals, obtaining inventory & providing resolution to a customer's concerns.
Answer inbound & place outbound calls.
Agent required to sell inventory, collect all applicable guest information and create reservation in system.
Agents will be supplied with minimum standards.
Agents must complete all applicable paperwork for inventory requests or closures.
Agents will be required to follow up with guest to advise them of any changes in their rental vacation stay.
Assist in training sessions to help agents stay updated on product knowledge, sales skills, customer service skills & department policies and procedures.
Any other duties assigned my management team.

Benefits

Medical
Dental
Vision
Flexible spending accounts
Life and accident coverage
Disability
Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
Wish day paid time to volunteer at an approved organization of your choice
401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
Legal and identify theft plan
Voluntary income protection benefits
Wellness program (subject to provider availability)
Employee Assistance Program