What are the responsibilities and job description for the Reservations Consultant position at Highbridge Consulting LLC?
Job Summary
The Specialist, Global Rental Operations is responsible for the prompt and accurate response, resolution, and reporting of rental guest resort stay concerns, identifies root causes as well as provides education, and evaluates appropriate compensation if needed. The role is also responsible for the crisis management and relocation of rental guests due to natural disasters, renovation timeline adjustments, system issues, resort evacuations, etc. The Operations team partners with yield, inventory management, and resort management to ensure the smoothest transition for changes to reservations.
Must be available for 2 weeks of in-person training in Orlando, FL
The position will be home-based upon completion of training
ABLE TO WORK ANY SHIFTS MON-SUN BETWEEN 8AM-9PM, INCLUDING HOLIDAYS
Requires two (2) years of customer service experience, or timeshare operational experience.
Knowledge and skills
Excels in conflict management and demonstrates proficiency in negotiating skills
Solid ability to multi-task with strong computer navigation capabilities.
Exceptional listener with the skills to effectively communicate orally and written.
Possess the ability to learn quickly and apply new information; adaptable to change.
Consistent ability to exercise excellent judgment when making decisions
Comfortable navigating through ambiguous issues
Conducts extensive targeted research in an efficient manner
High proficiency in business writing and email etiquette
Aptitude for curious learning and demonstrates self-sufficiency
In-depth understanding of contract standards, contractual documents, and sales compliance manual.
Technical Skills :
Microsoft Office products
SharePoint
Responsibilities :
Relocations / Crisis Management : Communicate high-profile and / or urgent relocation / cancellation details to guests via telephone / email to explain aspects of the relocation / cancellation project. Ensure all internal / external stakeholders are kept well-informed through clear and concise communication. (40% of the time)
Case Review / Handling / Resolution : Conduct thorough reviews of cases to ensure all aspects are considered such as compensation / complaint history, customer behavior, financial activity, feedback from the customer and internal / external partners; consider the likelihood and impact of continued escalation on company public relations and financials. Obtain customer complaint information from multiple data sources to create a case used for case management, aging, and reporting. Collect data regarding the complaint from the customer and attach internal and external communication and supporting documentation for case review and future reference. Use all empowerment tools to reach a resolution that prevents further escalation while supporting company requirements; communicate resolution promptly and professionally. (35% of the time)
Daily Tasks : Will be assigned daily tasks that support various organizational initiatives. Monitor and provide timely resolutions to requests from customers and internal / external partners through various channels (i.e. shared inbox, OTA portals, etc.) (25% of the time)
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