Owner Services Agent FT

Grand Palms Resort; South Carolina; On-site; USD 19,000 - 28,000; Full time

Job summary

Plantation Resort in South Carolina seeks an Owner Services Agent I responsible for processing owner and rental reservations, inquiries and cancellations in an attentive, courteous and efficient manner, and quoting rates to maximize room revenue. You will differentiate programs like RCI, Weeks, Points, Wyndham Reservations, and RVC to assist owners and guests.

You may assist at the Front Desk and must maintain professional appearance.

Qualifications

• Experience in timeshare or vacation industry preferred.
• Ability to balance customer service with revenue goals.
• Proficient with standard office software.

Responsibilities

• Answer incoming calls promptly in a courteous and efficient manner.
• Book, modify and upsell reservations to maximize revenue.
• Assist with front desk duties as needed and maintain professional appearance.
• Process HOA maintenance fees and enter reservations per SOP.
• Communicate updates to operations staff and report overbooking or issues.
• Maintain accurate files and complete shift reports.

Skills

Customer service

Communication

Multitasking

English proficiency

Telephone etiquette

Problem solving

Computer literacy

Reading comprehension

Education

High School diploma or equivalent

Tools

Matrix reservations system

OTA platforms

SOP procedures

Job description

POSITION SUMMARY:The Plantation Resort Owner Services Agent I is responsible for processing owner and rental reservations, inquiries and cancellations in an attentive, courteous and efficient manner, and quoting available rates to maximize room revenue according to Plantation Resort standards. In addition, the agent must have a working knowledge and be able to differentiate between the following programs: RCI, Weeks, Points, Wyndham Reservations, and RVC applications in order to assist owners and guests with any questions and reservations.JOB DUTIES AND RESPONSIBILITIES:Specifically, the agent would be responsible for performing the following tasks to the highest standards:Have an extensive knowledge of timeshare and be able to efficiently and effectively assist owners in making the best decisions for their vacations.Answer all incoming calls promptly, in an attentive, courteous and efficient manner.Answer guest inquiries about resort services, facilities, and hours of operation.Maintain accurate files and reports.Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times, up-selling rooms when possible.Collecting and posting HOA maintenance fees.Enter reservations into the computer according to SOP, as well as properly processing our current OTA reservations (online travel agent).Communicate all relevant information to the operations staff, as well as efficiently move units within the Matrix.Monitor daily reservations activity and alert Manager of overbooking or sold out nights / weeks, as well as status any possible problem situations.Be able to perform all duties of Owner Services Agent and assist at the Front Desk, as needed.File reservations, complete shift reports, balance folios, complete end of shift or closing reports.Be able to address customers on the phone and in person with professionalism.QUALIFICATIONS:Organizational skills and excellent communication skills.Acquire job skills and learn company policies and procedures to complete routine task.Ability to read and comprehend routine instructions, short correspondence, emails, memos.Ability to give high priority to customer service and solve problems with a minimum of supervision.Must maintain a professional appearance and a positive attitude towards guests and staff at all times.Ability to multi-task and work in a fast-paced environment.Must be people-oriented and able to work independently or with others.Must be detailed oriented.Basic proficiency with computers.EDUCATION and/or EXPERIENCEMust be 18 years of age or olderHigh School diploma or equivalentAt least 1 year of customer service experience, preferable in the timeshare and vacation industry.Preferably at least 1 year of administrative experience.Must have dependable transportation to and from workAbility to read, speak and understand the English language.PHYSICAL DEMANDSPhysical requirements necessary include sitting and reaching for extended periods of time. Additionally walking, standing, bending, lifting occasionally. Must be able to lift, push or pull a minimum of 20 lbs on occasion. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.WORKING CONDITIONSThe majority of work will be performed in a climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperature on occasion.WORK SCHEDULE/HOURSSchedules will vary depending on business needs. Nights, weekend and Holiday availability is required. Must be flexible to work outside of departmental operating hours.This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.