Member Services Consultant

We Put the World on Vacation

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Responding to inbound and outbound member enquiries with confidence and enthusiasm leading to a positive resolution.
• Maximizing conversion of incoming and outgoing calls into confirmed bookings by proactively offering the most appropriate holiday solution.

• Providing professional and compliant advice to member enquiries and actively promoting additional services and programs.

• Managing time effectively to contribute to the achievement of department Service Levels and maximizing potential of productivity.
• Working both individually and as part of the Member Services team towards achieving weekly and/or monthly targets.
• Maintaining the appropriate administration relating to accommodation enquiries.
• Assisting Innovative Holiday Club and affiliated resorts with arrival information and facilitating guest enquiries.

• Taking responsibility for the accuracy of Member reservations activity responsibility for the collection of monies due and refunds.
• Taking ownership to resolve member complaints and overcome objections through strong conflict resolution skills
• Responding to all forms of written member correspondence in a prompt and professional manner.
• Actively participating in group meetings and training
• Participating in cross-training to assist in other departmental roles including inventory, allocations, sales, and exchanges.
• Other duties as assigned by the senior leadership team
• Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be affected by your conduct in the workplace.

• Display service with HEART to all internal and external parties. 
• Display innovation through inspiring, creating and improving processes and products. 
• Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering on the promise.
• Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible. 

KEY POSITION CRITERIA:

• Proven delivery of outstanding customer service and displays willingness to go ‘above and beyond’ for colleagues and members.
• Evidence of high-level communication skills in all aspects (Filipino and English).
• Maintaining a high level of attention to detail and ability to follow processes correctly.
• Displays enthusiasm to maximize reservations and ability to identify the opportunity to offer additional products.
• Demonstrates experience in efficiently using travel or accommodation reservation systems. 
• Illustrates thorough product knowledge on all club and affiliated resorts and hotels.
• Ability to prioritize workload and manage your time to achieve expected high level of productivity.
• Being flexible in regard to workdays and workhours.
• Intermediate knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook.  Preferred minimum typing speed of 65 wpm. 
• Displays a positive demeanor and ability to work under pressure.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.