Reservations Management:

• Accurately record local and international reservations on the DVC8 system.
• Process and approve payments when applicable.
• Handle cancellations in accordance with our scheme rules.
• Ensure system notes related to reservations are accurate and up-to-date.
• Reflect correct booking codes on the system.

International Booking:

• Book international flights for members using Amadeus.
• Ensure international inventory is loaded and up-to-date on the system.
• Present payments for authorisation only after confirming that the member has an adequate points balance to cover the required reservation.
• Scan all reservation-related correspondence to member accounts.
• Maintain up-to-date records of international associate member transactions and reconcile exchange partner accounts.

Member Relations:

• Develop and maintain professional relationships with all departments, exchange partners, agents, and members.
• Ensure satisfaction and retention of demanding members.
• Resolve disputes to ensure member satisfaction, including facilitating disputes between members and resorts.
• Address general queries within 24 hours.
• Effectively conclude face-to-face meetings with members.

Operational Support:

• Ensure acceptable levels of service as part of the greater Member Services Concierge team, in alignment with the club’s operational key results.
• Conduct courtesy calls as directed by the manager.
• Assist with inbound and outbound calls beyond international reservation queries as operational requirements demand.
• Maintain an up-to-date local and international waitlist and provide members with feedback on listed requests.

Experience:

• Diploma in Travel and Tourism.
• Amadeus Certificate is a must.
• 3-5 years of experience using Amadeus.
• Reservations Management: Proven experience in managing local and international reservations within a hospitality or timeshare environment.
• Customer Service: Extensive experience in customer service and managing high-profile, demanding clients.
• Dispute Resolution: Experience in resolving customer disputes and maintaining high levels of member satisfaction.
• Operational Management: Experience in a role that requires balancing operational demands with customer service excellence.