Reservations Team Lead Job at Wyndham Destinations (Orlando)

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

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Reservations Team Lead

Job Description

Job Responsibility

Requirements

Nice to have

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