The posting
We Put the World on Vacation
Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. 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.
Go Where Opportunity Is Everywhere
At Travel + Leisure Co., every day is an adventure where drive meets opportunity. Wherever you want to take your career, let's get there together.
We are seeking a customer-focused and detail-oriented Consultant, Rental Operations to join our Rental Operations team. In this role, you'll play an important part in delivering exceptional service and operational support for rental customers, Vacation Share members, partners, and internal stakeholders. You'll support reservation transactions, customer and owner inquiries, queue management, payment-related support, third-party channel operations, and case documentation while helping maintain service levels and a positive customer experience.
How You'll Shine
- Processing reservation bookings, modifications, cancellations, and routine reservation corrections across multiple reservation platforms.
- Responding to customer, member, and partner inquiries through phone, email, and shared mailboxes while providing timely updates and solutions.
- Supporting VacationShare owners and members with listing, payment, account status, and program-related inquiries.
- Managing assigned operational queues, including cancellation requests, rental agreement reviews, and customer research activities.
- Maintaining accurate reservation, account, and case documentation in accordance with established procedures and service standards.
- Assisting with payment, refund, and account inquiries while escalating exceptions and discrepancies as needed.
- Supporting reservation activity across Airbnb, online travel agencies (OTAs), and other third-party distribution channels.
- Researching and resolving routine reservation, inventory, and account-related issues to ensure accuracy and customer satisfaction.
- Monitoring workload priorities and adjusting activities based on business needs, queue health, and leadership guidance.
- Following PCI, PII, and data privacy requirements to ensure the protection of customer and business information.
- Collaborating with Senior Representatives, Supervisors, and cross-functional teams to support operational efficiency.
- Contributing to service level achievement by ensuring transactions and inquiries are completed accurately and within established timelines.
- Escalating complex customer issues, financial discrepancies, and exception-based scenarios to the appropriate stakeholders.
How You'll Be Rewarded
Build your career with a value-driven organization that promotes continual growth and development for its people. Some of our many benefits include:
- Comprehensive benefits package, including health and wellness programs.
- Ongoing training and professional development opportunities.
- Career growth pathways within a global hospitality and vacation ownership organization.
- Collaborative work environment focused on service excellence and employee success.
What You Will Bring
- Experience in reservations, travel, hospitality, customer service, or related operational support functions is preferred.
- Strong customer service orientation with the ability to build positive relationships with customers and stakeholders.
- Ability to navigate reservation systems, customer interaction platforms, and case management tools.
- Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
- Experience working with reservation management systems and operational workflows in a fast-paced environment.
- Strong organizational skills and attention to detail with a commitment to accuracy.
- Ability to manage multiple priorities while maintaining productivity in a queue-driven environment.
- Strong verbal and written communication skills.
- Ability to research, analyze, and resolve routine operational issues independently.
- Familiarity with TravelClick/iHotelier, RCC/TRIP, FOCUS, Airbnb, Expedia, or similar platforms is advantageous.
- Commitment to confidentiality, data privacy, PCI compliance, and information security requirements.
- Ability to work a flexible schedule, including evenings, weekends, holidays, and overnight shifts as business needs require.
- A proactive, adaptable, and team-oriented approach with a focus on delivering exceptional customer and owner experiences.
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 [email protected], including the title and location of the position for which you are applying.
