Owner Reservations Specialist

Company Description

Westgate Resorts is the largest privately held timeshare company in the world, with 60 resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

Job Description

Join Westgate Resorts, Where Exceptional Service Meets Incredible Career Growth!

This role offers paid training, performance incentives, and long-term career growth with one of the nation’s largest hospitality companies.

Earn $18.00/Hour During Training (Includes Base Pay Weekly Bonus) (Performance Based) Access your earned income instantly and manage your money with free financial wellness tools through DailyPay.

• Training Duration: 6 Weeks (4 Weeks Training 2 Weeks Nesting)
• Training Schedule: Monday–Friday, 9:00 AM – 5:30 PM (Onsite in Ocoee, FL)
• Work From Home Opportunity: Eligible After 90 Days (Hybrid Schedule May Apply Based on Distance) Work schedule from home is 11:30am - 8pm; Weekends required; 2 days off during the week
• After training, this role starts at $16/hr or $16.50/hr for bilingual Spanish-speaking agents, with additional shift differentials with an additional 10% evening differential and 15% weekend differential

As an Owner Reservations Specialist, you’ll support Westgate Resort owners by handling reservations and account inquiries, educating owners on their timeshare usage rights, and delivering a 5-star experience on every call, while driving revenue through reservation bookings, upselling, and meeting performance metrics. 

What You’ll Do:

• Answer and manage inbound and outbound calls from Westgate Resort owners
• Assist owners with booking, modifying, and canceling reservations
• Educate owners on timeshare usage rights and account status
• Process external exchange requests through a third-party partner
• Promote, offer and explain Vacation Guard Travel Protection benefits
• Identify upselling opportunities and recommend products or services that enhance the owner's vacation experience
• Maintain accurate documentation and meet quality/performance expectations
• Use multiple systems and tools to support owners, including:
• MR, Owner Console, Loyalty Console, Alvaria Dialer, Microsoft Teams, SharePoint

Performance Expectations:

• Call volume expectations:
• 30–35 calls per day average
• 40–50 calls per day during peak periods
• Meet monthly reservation booking goals
• Achieve established quality, productivity, and customer satisfaction metrics

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

What You’ll Bring:

• High school diploma or GED required
• 2 years of customer service experience preferred (Call center experience is a plus, especially in hospitality- Sales, collections, and front desk experience are also highly transferable!)
• Strong communication, listening, and multitasking skills
• Comfortable working in a fast-paced, metric-driven environment
• Must be able to work weekends and holidays as needed
• Must pass a background check and drug screening
• Bilingual English/Spanish is a HUGE plus (additional pay available!)

Additionally, the person must possess and adhere to the following core values: 

• Integrity 
• Passion
• Work Ethic 

Additional Information

Why You’ll Love It Here:

• Comprehensive benefits (medical, dental, vision, PTO, 401K match)
• DailyPay: get paid when you need it
• Career growth & tuition assistance
• Employee discounts on resorts, restaurants, and more
• Inclusive culture & community involvement opportunities
• Remote flexibility after the 90-day onsite period

Why Westgate?  

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents After 1 Year of Service
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.