Reservations Agent

Job Summary

The Reservations Agent is responsible for accurately processing inbound tour reservations with or without transportation and supporting prospective customers through inbound programs and translation services. This role ensures smooth communication efficient scheduling and excellent customer service to maximize bookings and enhance the guest experience.

Essential Duties and Responsibilities

• Accurately input all inbound reservations with and without transportation.
• Professionally answer and route inbound phone calls.
• Maintain updated qualifications and assist OPCs (Outside Public Contacts) with changes.
• Provide translation support for Portuguese- or Spanish-speaking prospective customers to facilitate tour bookings.
• Communicate flow or qualification changes to OPCs at designated locations.
• Handle inbound phone program inquiries and solicit prospective customers.
• Provide accurate directions to all resort properties.
• Check in and out outside solicitors at specified locations.
• Monitor flows coverage and production during each shift; provide the Manager on Duty (MOD) with pertinent updates.
• Conduct location verifications each shift to confirm staffing; notify Field Managers of open locations and maintain records for accurate assessment of penalties.
• Package brochures for departmental Fun Packs distributed at hotel Guest Services locations.
• Verify daily no show tours and contact guests to rebook maximizing resort bookings.
• Book room nights for Westgate Resorts properties including Westgate Lakes Westgate Towers Westgate Villas Westgate Park City and Blue Tree Resorts.
• Perform light clerical duties as assigned.

Job Requirements

To perform this role successfully the Reservations Agent must be able to complete each essential duty with accuracy and professionalism. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications :

Qualifications

• Proficiency in word processing and spreadsheet applications.
• Strong communication skills.
• Self-starter with minimal need for supervision.
• Ability to work collaboratively with others.
• Highly organized and detail-oriented.
• Accuracy-focused with the ability to meet deadlines.

Education & Experience

• High school diploma or GED required.
• One to three months of related experience and/or training preferred.
• Equivalent combination of education and experience may be considered.

Additional Information :

Additional Information

This job description outlines the primary responsibilities and qualifications for the Reservations Agent role. It is not intended to serve as an employment contract or to encompass all duties that may be assigned. Employees are expected to perform tasks as directed regardless of job title or routine responsibilities.

Why Westgate 

• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Wellness Programs
• Fun family culture
• Employee Assistance Program (EAP)
• Exclusive discounts for Team Member (i.e. hotels resorts restaurants entertainment etc.)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability status or any other protected status under federal state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process please email with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility duty or qualification required. Duties responsibilities and activities may change at any time with or without notice.

Remote Work :

No

Employment Type :

Part-time