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We Put the World on Vacation
At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our vacation ownership brands, Club Wyndham, Worldmark, Margaritaville Vacation Club, and Shell Vacations Club, include more than 245 vacation club resort locations across the globe. 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.- POSITION REPORTS TO:
- Member Services Supervisor
- KEY RELATIONSHIPS:
- Club Wyndham Asia Members.
- Internal customers including Member Servicing support teams.
- External vendors and affiliated partners.
- Club Wyndham Asia Sales & Marketing Teams.
- Resort Management & Reservation team.
- Corporate Operations Training & Development.
- PRIMARY OBJECTIVES:
- To actively contribute to the company vision of making holiday dreams come true by providing exceptional service to Club Wyndham Asia members through delivery of accommodation reservations and travel related products and services, resulting in increased growth and profit through owner referrals and upgrades.
- PRINCIPAL RESPONSIBILITIES (included, but not limited to):
- 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.
- 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 instill 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 one-hour turnaround.
- Efficiently manage response times to all Member Servicing e-communication channels within a forty-eight-hour turnaround for email and one hour turnaround for Social Media Platform.
- Ensure quality business standards of service are delivered at all times.
- Behave in a professional manner and actively participate as a team member to achieve company and departmental goals.
- Adhere to all company policies.
- Display a Count On Me! Service to all internal and external parties following the HEART 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 willfully place at risk the health and safety of yourself or any person in the workplace and to not willfully 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:
- Must have a strong commitment to providing exceptional customer service. This includes the ability to understand and empathize with members' needs, effectively address their concerns, and ensure overall satisfaction.
- Excellent verbal and written communication skills are crucial for this role. The consultant should be able to articulate complex information clearly and concisely, whether dealing with members, colleagues, or management.
- Problem-Solving Abilities: A successful Member Services Consultant should be a skilled problem solver. They should be able to analyze issues, identify root causes, and devise appropriate solutions promptly and effectively.
- In-depth knowledge of the organization's products and services is essential. The consultant should be well-versed in the features, benefits, and pricing of different offerings to provide accurate and relevant information to members.
- Building and maintaining strong relationships with members is vital for the success of the role. The consultant should be personable, approachable, and adept at creating trust and rapport with members.
- The ability to handle multiple tasks and prioritize effectively is critical. The consultant should be organized and efficient in managing their workload to ensure prompt responses to member inquiries.
- Able to able to handle changing situations, remain composed under pressure, and adjust communication styles accordingly.
- Must demonstrate integrity and maintain confidentiality when dealing with sensitive member information.
- Well-equipped to provide outstanding service, build lasting member relationships, and contribute to the overall success of orga
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.
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