Roadshow Guest Experience Specialist

Holiday Inn Club Vacations; Town of Florida (NY); On-site; USD 38,000 - 52,000; Full time

Job summary

Holiday Inn Club Vacations is seeking a customer service-oriented associate to support marketing package guests across phone, email, and text channels. You will handle prearrival confirmations, balance reviews, and scheduling adjustments while ensuring guest qualifications are met.

The role also involves data cleanup in systems, supporting management on special projects, and deescalating guest issues with accurate notes and timely resolutions.

Qualifications

• Minimum two years’ call center experience/admin preferable.

Responsibilities

• Contact event and Roadshow bookings to complete prearrival confirmation calls.
• Review qualifications and requirements for upcoming events/reservations/tours.
• Address delinquent balances and reschedule no-shows where applicable.
• Conduct call reviews for compliance and guest issues.
• Clean up data in systems to ensure tours and rooms are booked properly.
• Assist management with special projects as necessary.
• Deescalate upset guests and resolve issues.
• Take payments and provide refunds as needed.
• Handle calls and produce tours as required.

Skills

Call center experience

Verbal communication

Written communication

Data entry

Organizational skills

Word processing

Education

High School Diploma or better

GED or better

Tools

Data entry systems

Job description

Holiday Inn Club Vacations is seeking a customer service-oriented associate to support marketing package guests across phone, email, and text channels. You will handle prearrival confirmations, balance reviews, and scheduling adjustments while ensuring guest qualifications are met.

The role also involves data cleanup in systems, supporting management on special projects, and deescalating guest issues with accurate notes and timely resolutions.