Note: The job is a remote job and is open to candidates in USA. Holiday Inn Club Vacations is seeking an Administrative Operations Specialist to support its Marketing Call Center and business operations. The role manages reports, work queues, guest records, administrative requests, and outbound guest communications while collaborating with leadership and internal departments to resolve operational issues and support an exceptional guest experience.
Responsibilities
- Monitor and complete assigned operational reports and work queues within established service levels
- Review, update, and maintain guest records across multiple systems to ensure data accuracy
- Manage assigned administrative inboxes and process requests received from internal departments
- Research and resolve reservations, ownership, and account discrepancies
- Prepare reports, perform data validation, and assist with auditing activities
- Provide administrative support for Marketing Operations, Reservations, and Compliance initiatives
- Contact guests who have no-showed their scheduled tours to provide follow-up and assist with next steps
- Contact guests who are delinquent on Latitudes contracts or ownership payments to discuss available options and encourage resolution
- Conduct outbound calls for special projects as assigned, including guest communication regarding hotel relocations, tour moves, reservation changes, and other operational initiatives
- Document all guest interactions accurately and completely in the appropriate systems
- Assist leadership with special projects, data cleanup efforts, testing initiatives, and process improvements
- Collaborate with internal departments to resolve guest and operational issues in a timely manner
- Perform additional duties as assigned
Skills
- High School Diploma or GED equivalent
- Excellent verbal and written communication skills
- Strong organizational, analytical, and time-management skills
- Ability to prioritize multiple tasks while meeting deadlines
- Ability to research, interpret, and resolve complex issues using multiple systems
- Proficient in Microsoft Office applications, including Excel and Outlook
- Experience navigating multiple systems simultaneously while maintaining accuracy
- Strong attention to detail and ability to maintain confidential information
- Ability to work a flexible schedule, including evenings and weekends, based on business needs
- Must be able to stand, walk, sit, climb stairs, and talk for extended periods of time. Be able to lift 10 lbs
- The incumbent in this position spends most of the time in an air-conditioned office. Incumbent must be flexible to adapt to immediate changing situations and environments based on staff and guests needs. Or in a virtual environment where it is the team members responsibility to ensure reliable internet connection
- 12:30pm-9:00pm Off Thursday & Friday
- Higher education encouraged
- Minimum two years of call center, administrative support, or customer service experience preferred
- Timeshare, hospitality, or reservations experience preferred
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