Concierge Executive – International Focus

SUMMARY:
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POSITION INFO:

Job Overview:
As a Concierge Executive with an international focus, you will play a critical role in ensuring seamless and efficient service delivery to our esteemed members. Your primary responsibility will be managing both local and international reservations, ensuring that they are accurately recorded and processed on our systems. You will handle the booking of international flights, manage cancellations according to scheme rules, and maintain up-to-date records of all transactions. In addition to reservation management, you will be responsible for developing and maintaining strong professional relationships with various stakeholders, including departments within the organization, exchange partners, agents, and members. You will work diligently to resolve disputes, ensure member satisfaction, and retain demanding members through effective communication and problem-solving. Your role will also require you to support the broader Member Services Concierge team by ensuring that all operational requirements are met. This includes conducting courtesy calls, assisting with inbound and outbound calls, and maintaining a comprehensive local and international waitlist. Your ability to balance multiple tasks while maintaining a high level of service will be key to your success in this role.

Responsibilities:

Reservations Management:

• Accurately record local and international reservations on the DVC8 system.
• Process and approve payments where applicable.
• Handle cancellations in accordance with 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 authorization 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 demanding members are satisfied and retained.
• 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 are rendered 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 requests listed.

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.