PM Outbound Guest Confirmations Specialist-Concierge Agent

Job Description

Job Description

POSITION OVERVIEW:

This position is primarily responsible for making outbound calls to guests who already have confirmed reservation dates booked for their marketing packages. The Concierge Team Agent will verify reservation details, confirm guest attendance, and ensure guests are prepared for their upcoming stay and tour experience.

If guests are unavailable, the agent will be responsible for leaving professional voicemails and accurately documenting and dispositioning the outcome of each call. Agents are required to follow an approved call script to ensure consistent guest communication, compliance, and service standards.

This role also supports guest communication through phone, email, and text while providing superior customer service and administrative support functions as needed.

ESSENTIAL DUTIES AND TASKS:

• Make outbound calls to guests with existing booked reservation dates to confirm attendance and reservation details.
• Follow approved call scripts during all guest interactions to ensure consistency, professionalism, and compliance.
• Leave professional voicemail messages when guests are unavailable and accurately document all call outcomes using proper disposition codes.
• Accurately update guest accounts and notes pertaining to guest contact attempts, confirmations, cancellations, or special requests.
• Provide voice and administrative support for guests requiring “hotel moves” or “tour moves” to ensure guest expectations are communicated accurately.
• Manage email inboxes for confirmations and cancellations.
• Assist management with special projects as necessary, including but not limited to data cleanup, responding to guest emails, managing the “unassigned room report,” and additional projects assigned by management.

ESSENTIAL FUNCTIONS:

• Minimum two years’ call center experience preferable.
• Must have excellent verbal and written skills.
• Timeshare/hospitality background preferred.
• Must be able to work a variable schedule, including evenings and weekends, based on call center needs and be enthusiastic and energetic.
• Must possess basic data entry and word processing skills.
• Must have the ability to look up dates, while servicing guests on the phone. Plus, the ability to input accurate notes pertaining to guest contact and or needs.
• Requires superior organizational and tracking skills and the ability to navigate through the Internet while on phone with the guest.
• Ability to follow written scripts and accurately document call outcomes.
• Comfortable handling a high volume of outbound calls daily.

• 12:30pm-9:00pm Off Thursday & Friday