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.
PRIMARY PURPOSE OF THE POSITION
To actively contribute to the company vision of making holiday dreams come true by being responsible for providing high standard services to achieve high satisfaction, positive word of mouth, good customer experiences. As part of the job, responsible for developing/adapting feasible working process of Member Services.
KEY RESPONSIBILITIES
- Process all Member bookings efficiently and within a timely manner via all communication channels including e-communication.
- Assist with the development of working processes and operating SOP’s, supervise.
- Follow company processes ensuring member engagement.
- Effectively deliver member engagement programs to members and guests.
- Effectively deliver new-Member onboarding program.
- Assist with the distribution of Member Kits to Members.
- Assist with providing regular reporting requirements to Corporate.
- Deliver 1-1 Member Education Program.
- Understand and instil branded service standards, company system and processes, then adapt and localize owner service to maintain member satisfaction at a high level.
- Efficiently respond to inbound online messaging Member servicing platforms within a three-hour turnaround.
- Efficiently manage response times to all Member Servicing e-communication channels including Email / online messaging for SEA region within a three-hour turnaround.
- Ensure quality business standards of service are always delivered.
- Behave in a professional manner and actively participate as a team member to achieve company and departmental goals.
- Follow tasks assigned by superiors: must be adept at taking directions and executing tasks as assigned by their supervisors, contributing positively to team objectives and projects.
- Adhere to all company policies.
- Display a Count on Me! Service to all internal and external parties following the CARE philosophy of the business.
- Any other duties as required and/or directed by Supervisor / Manager.
- Ensure that all reasonable directions given with regards to health and safety are followed, to not wilfully place at risk the health and safety of yourself or any person in the workplace and to not wilfully or recklessly interfere with or misuse anything provided for health and safety.
- 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.
KEY POSITION CRITERIA
- Experience in customer focused roles within, tourism, education and or travel industries in sales positions.
- Fluent in English: This is essential, as it is necessary for effective daily communication with our corporate headquarters and international teams.
- Fluent in English (reading, writing, and speaking): We have many members who speak English, so the ability to communicate with members without barriers in these languages is highly valued.
- Hospitality industry reservation and services related working experience in manager roles.
- Good computer skills including previous experience using MS Word, Excel, Outlook.
- Strong communication and influencing skills.
- A positive, professional manner with the ability to represent the department at internal meetings, dealing with key relationships from all levels within the organization.
- Positive thinking and not afraid of challenges.
- Confident, flexible with the ability to work in a fast paced and changing environment.
- Flexibility in working schedule – ability to work weekends, public holidays, evenings as required.
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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.
