Confirmations Agent

We Put the World on Vacation
Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide. HowYou’llShine

The Guest Experience Specialist is responsible for delivering exceptional service to guests before, during, and after their vacation experience. This role manages a combination of inbound and outbound communications related to marketing vacation packages, including confirming upcoming arrivals, answering travel-related questions, resolving guest concerns, supporting post-travel inquiries, and reducing reservation cancellations.

The specialist partners with internal departments to ensure guests are fully prepared for their vacation experience while maximizing guest satisfaction, arrival confirmations, show rates, and overall tour delivery.

Success in this role requires outstanding communication skills, strong problem-solving abilities, sound judgment, and the ability to confidently resolve customer concerns while creating positive guest experiences.

This position starts on September 4th, 2026

Pay: Your compensation will be an hourly rate of $18.00

Hours: You will receive an 8-hour shift between: 9:00am – 8:00pm

Saturday and Sunday: As needed, must be flexible.
Essential Responsibilities

• Contact guests through outbound phone calls, email, or other approved communication channels to confirm upcoming vacation arrivals and presentation details.

• Receive inbound calls from guests regarding upcoming reservations, travel planning, package details, accommodations, presentation requirements, incentives, and general vacation questions.

• Assist guests after travel by researching and resolving questions regarding incentives, redemption processes, billing concerns, or other post-travel inquiries.

• Resolve guest concerns professionally by identifying solutions, offering appropriate alternatives within company guidelines, and de-escalating challenging customer interactions.

• Proactively work to retain reservations by minimizing cancellations through education, creative problem solving, and guest-focused solutions.

• Verify reservation accuracy including travel dates, accommodations, guest information, eligibility requirements, and presentation details.

• Coordinate with reservations, activations, marketing, and other internal departments to ensure accurate communication and timely issue resolution.

• Maintain accurate documentation of all guest interactions, follow-up activities, and resolutions within company systems.

• Meet or exceed departmental performance expectations including quality, productivity, guest satisfaction, call handling standards, confirmation rates, cancellation reduction, and attendance.

• Support business initiatives including accommodation changes, operational projects, testing, process improvements, and special assignments.

• Participate in training sessions, calibration meetings, coaching activities, and continuous learning opportunities.

• Provide cross-functional support to Reservations or other call center teams during periods of increased call volume or business need.
What You'll Bring:

- High School Diploma or GED required.

- Minimum one year of experience in customer service, hospitality, reservations, travel, contact center operations, or a related field required.

- Previous experience within the vacation ownership, hospitality, or travel industry preferred.

- Demonstrated ability to build rapport and provide exceptional customer experiences over the phone.

- Strong verbal and written communication skills.

- Excellent active listening and conflict resolution ski