Getaway Guide

**We Put the World on Vacation**: At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our membership travel and vacation exchange brands, including RCI, 7Across and Travel + Leisure GO, are shaping the future of the travel industry by creating new possibilities for travelers. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

**Primary Objective**:
To actively contribute to the company vision by providing an exceptional service to members; through the delivery of accommodation reservations, confirming exchanges, susbscriptions and renewals and meeting service expectations.

**MAIN RESPONSIBILITIES**:

- Respond to inbound customer enquiries with confidence and enthusiasm leading to a positive resolution
- Conduct outgoing calls to confirm exchanges and actively manage a member’s account effectively
- Maximise conversion of incoming calls into confirmed bookings by pro-actively offering the most appropriate holiday solution
- Sell/promote additional 7Across travel-related products/services (e.g. current promotions and renewals) to generate corporate revenue.
- Utilise effective listening and customer service skills to identify member needs and/or problems and travel expectations and provide problem solving for members when required.
- Educate members on the value of their membership and the most effective use of the exchange process.
- Process member account transactions by entering accurate data into the exchange system to record current member contacts and accounts activity
- Provide professional and compliant advice to customer enquries
- Work both individually and as part of the Member Services team towards achieving weekly and /or monthly targets
- Maintain the appropriate administration relating to accommodation enquriries
- Assist affiliated resorts with arrival information and facilitating guest enquriries
- Take responsibility for the accuracy of members’ reservations activity and responsibility for the collection of monies due and refunds
- Respond to all forms of written member correspondence in a prompt manner
- Actively participating in group meetings and training
- Participate in cross-training to assist in other departmental roles including inventory allocations, sales and exchanges

Minimum Requirements:
KNOWLEDGE, SKILLS & EXPERIENCE
- Proven delivery of outstanding customer service and display willingness to go ‘above and beyond’ for colleagues and members
- Evidence of high level communication skills in all aspects
- Displays enthusiasm to maximise reservations and ability to identify the opportunity to offer additional products
- Demonstrated experience in efficiently using travel or accommodation reservation systems
- Ability to gain thorough product knowledge on all 7Across affiliated resorts and hotels
- Ability to prioritise workload and manage your time to achieve expected high level of productivity
- Intermediate knowledge of Microsoft Office programs.
- Displays a positive demeanour and ability to work under pressure.
- Experience working in an in-bound call centre
- Timeshare knowledge and sales experience would be an advantage

**Where Memories Start with You**:
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.