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Reservations Team Lead

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Wyndham Destinations

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Location:
United States , Orlando

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Support, develop, train, and motivate all New Hires
  • Take escalated customer service calls and assist Reservations Agents
  • Mold and strengthen sales associates to be fully trained and supported to be successful in their role
  • Take escalated customer service calls & assist TM 1's with set up of reservations, closing and must have strong closing ability
  • Producing both inbound and outbound reservations
  • 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
  • Sell inventory, collect all applicable guest information and create reservation in system
  • Complete all applicable paperwork for inventory requests or closures
  • 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

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)
  • 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

Nice to have:

  • A.A. preferred
  • Reservations experience a plus
  • Call center sales experience a plus
What we offer:
  • Medical
  • Dental
  • Vision
  • Flexible spending accounts
  • Life and accident coverage
  • Disability
  • Depending on position, paid time off, parental leave and holidays
  • Wish day paid time to volunteer at an approved organization of your choice
  • 401k with employer match
  • Legal and identify theft plan
  • Voluntary income protection benefits
  • Wellness program
  • Employee Assistance Program

Additional Information:

Job Posted:
March 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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