Vacation Ownership Concierge | Booking & Guest Experience

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

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