Guest Services Admin Specialist

Holiday Inn Club Vacations; Orlando (FL); On-site; USD 38,000 - 52,000; Full time

Job summary

Holiday Inn Club Vacations is seeking an Admin Agent to support the Marketing Call Center with reports, data accuracy, and guest communications. You will monitor queues, update guest records, and handle admin inboxes while partnering with various departments to ensure timely follow-up and an exceptional guest experience.

Responsibilities include outbound outreach for no-shows, delinquent Latitudes contracts, and guest relocations or reservation changes.

Qualifications

• Minimum two years of call center, administrative support, or customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and time-management skills.
• Ability to prioritize multiple tasks while meeting deadlines.
• Ability to research, interpret, and resolve complex issues using multiple systems.
• Proficient in Microsoft Office applications, including Excel and Outlook.
• Experience navigating multiple systems simultaneously while maintaining accuracy.
• Strong attention to detail and ability to maintain confidential information.

Responsibilities

• Monitor and complete assigned operational reports and work queues within established service levels.
• Review, update, and maintain guest records across multiple systems to ensure data accuracy.
• Manage assigned administrative inboxes and process requests received from internal departments.
• Research and resolve reservations, ownership, and account discrepancies.
• Prepare reports, perform data validation, and assist with auditing activities.
• Provide administrative support for Marketing Operations, Reservations, and Compliance initiatives.
• Contact guests who have no-showed their scheduled tours to provide follow-up and assist with next steps.
• Contact guests who are delinquent on Latitudes contracts or ownership payments to discuss options and encourage resolution.
• Conduct outbound calls for special projects regarding hotel relocations, tour moves, or reservation changes.
• Document all guest interactions accurately in the appropriate systems.
• Assist leadership with special projects, data cleanup, testing, and process improvements.
• Collaborate with internal departments to resolve guest and operational issues.

Skills

Call center experience

Data entry

Verbal communication

Written communication

Time management

Microsoft Office

Education

High School Diploma

GED equivalent

Tools

Excel

Outlook

Job description

Holiday Inn Club Vacations is seeking an Admin Agent to support the Marketing Call Center with reports, data accuracy, and guest communications. You will monitor queues, update guest records, and handle admin inboxes while partnering with various departments to ensure timely follow-up and an exceptional guest experience.

Responsibilities include outbound outreach for no-shows, delinquent Latitudes contracts, and guest relocations or reservation changes.