Owner Services Consultant

Travel + Leisure Co.; Greater London; On-site; GBP 22,000 - 28,000; Full time

Job summary

Travel + Leisure Co. is seeking a customer services professional in Greater London to respond to owner and guest inquiries, convert calls into bookings, and promote additional services.

The role requires strong communication, attention to detail, and a proactive approach to resolving issues across WorldMark and related brands. The successful candidate will support arrival information, manage reservations, and maintain accurate administration while working within the Owner Services team to meet

Qualifications

• Demonstrated excellence in customer service and willingness to go above and beyond for colleagues and customers.
• Strong communication skills across all channels and stakeholders.
• Excellent attention to detail and ability to follow standardized processes.
• Ability to maximize reservations by identifying opportunities for additional products.
• Experience using travel or accommodation reservation systems.
• Thorough knowledge of WorldMark and affiliated resorts and hotels.
• Ability to prioritise workload and maintain high productivity.

Responsibilities

• Respond to inbound customer enquiries with confidence and enthusiasm to resolve issues.
• Maximize conversion of calls into confirmed bookings by offering suitable holiday solutions.
• Provide professional and compliant advice, promoting Owner Education and related programs.
• Manage time to meet department service levels and productivity targets.
• Work independently and as part of the Owner Services team toward weekly/monthly targets.
• Maintain accurate administration for accommodation enquiries and reservations.
• Assist WorldMark/affiliates with arrival information and guest enquiries.
• Responsible for accuracy of reservations and processing monies due and refunds.
• Resolve customer complaints with strong conflict resolution skills.
• Respond to written owner correspondence promptly and professionally.
• Participate in group meetings and training; cross-train to other departments as needed.
• Adhere to Workplace Health and Safety policies; display Count On Me! service and integrity.
• Display leadership by communicating effectively and supporting peers and managers.

Skills

Outstanding customer service

Communication skills

Attention to detail

Product knowledge

Time management

Tools

WorldMark systems

Microsoft Office

Job description

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.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Responding to inbound customer enquiries with confidence and enthusiasm leading to a positive resolution.
• Maximizing conversion of incoming calls into confirmed bookings by proactively offering the most appropriate holiday solution.
• Providing professional and compliant advice to customer enquiries and actively promoting additional services and programs including, but not limited to, Owner Education, Lifestyle by WorldMark, Travel by Wyndham, Wyndham Rewards, Owner Enhancements
• Managing time effectively to contribute to the achievement of department Service Levels and maximizing potential of productivity.
• Working both individually and as part of the Owner Services team towards achieving weekly and/or monthly targets.
• Maintaining the appropriate administration relating to accommodation enquiries.
• Assisting WorldMark and affiliated resorts with arrival information and facilitating guest enquiries.
• Taking responsibility for the accuracy of Owners’ reservations activity and responsibility for the collection of monies due and refunds.
• Taking ownership to resolve customer complaints and overcome objections through strong conflict resolution skills
• Responding to all forms of written owner correspondence in a prompt and professional manner.
• Actively participating in group meetings and training.
• Participating in cross-training to assist in other departmental roles including inventory, allocations, sales and exchanges.
• Other duties as assigned by the Manager Owner Services
• Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be effected by your conduct in the workplace.
• Display a Count On Me! service to all internal and external parties.
• Display innovation through inspiring, creating and improving processes and products.
• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
• Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.

KEY POSITION CRITERIA:

• Proven delivery of outstanding customer service and displays willingness to go ‘above and beyond’ for colleagues and customers.
• Evidence of high level communication skills in all aspects.
• Maintaining a high level of attention to detail and ability to follow processes correctly.
• Displays enthusiasm to maximize reservations and ability to identify the opportunity to offer additional products.
• Demonstrates experience in efficiently using travel or accommodation reservation systems.
• Illustrates thorough product knowledge on all WorldMark and 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, including Access, Excel, Word & Outlook. Preferred minimum typing speed of 65 wpm.
• Displays a positive demeanour and ability to work under pressure.

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.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.