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Reservations Admin Specialist

The Reservations Admin Specialist is responsible for various back office administrative duties that support Yield Management Reservations operational functions spanning Owner Services and Global Hotel Reservations. 

ESSENTIAL JOB FUNCTIONS
  • Processes various transactions in reservations system, other internal systems and/or third party systems with accuracy and attention to detail per established policies and procedures.
  • Interfaces with customers (Owners, Hotel Guests), third party business partners and/or service providers and internal Diamond Resorts departments as needed, delivering exceptional customer service in a friendly, personalized manner.
  • Administrates various types of documents and performs Quality Assurance (QA) processes.
  • Maintains knowledge of and follows customer information and data security processes at all times.
  • Responds to emails and requests for call-backs within established response time standards.
  • Takes personal ownership to resolve issues and/or complaints by thoroughly researching the issue, identifying solution options, escalating to a Supervisor as applicable per established policies and procedures, and following up to ensure resolution is implemented in a timely manner.
  • Embraces departmental standards for quality and accuracy in all job functions, follows established processes, and willingly accepts ongoing feedback and coaching to meet and/or exceed expected performance standards consistently on an ongoing basis.
  • Maintains and expands job knowledge and skill development by actively participating in departmental and Company training programs and educational opportunities.
  • Proactively participates in team meetings and feedback sessions.
  • Proactively advises Supervisor of issues with computer equipment, reservations system, phone system and other systems immediately to support maximum efficiency and productivity.
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned. 
EDUCATION
  • High School Diploma or equivalent.

EXPERIENCE
  • A minimum two (2) years of experience in the customer service or related field required.
  • No supervisory experience required.