Reservations Agent

Job SummaryThe 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 ResponsibilitiesAccurately 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.