Outbound Guest Confirmations Specialist-Concierge Agent

Outbound Guest Confirmations Specialist - Concierge Agent

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.

When guests are unavailable, the agent will leave professional voicemails and accurately document call outcomes using proper disposition codes. The agent will also support guest communication via phone, email, and text, delivering superior customer service and administrative support as needed.

• 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 data cleanup, responding to guest emails, managing the “unassigned room report,” and other projects assigned by management.

• Minimum two years’ call center experience preferable.
• Excellent verbal and written communication skills.
• Timeshare/hospitality background preferred.
• Ability to work a variable schedule, including evenings and weekends.
• Basic data entry and word processing skills.
• Capability to look up dates while servicing guests on the phone.
• Superior organizational and tracking skills; can navigate the internet while on the phone.
• Ability to follow written scripts and accurately document call outcomes.
• Comfortable handling a high volume of outbound calls daily.

• 12:30 pm – 9:00 pm;
  Off Thursday & Friday

• GED or better.
• High School Diploma or better.

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