Reservations Agent in Corp HDQ Lake Forest CA at Marriott Vacations Worldwide

Date Posted: 2/11/2020

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Job Summary:

Responsible for booking (and canceling) reservations for Vacation Owners, Travel Agents, Rental Guests or Developers. Works directly with Owners and Resort Managers, either in-person, by telephone or through correspondence to provide assistance and to book reservations for owners and their guests. Involves data entry of reservation information into System 9900 and TimeShareWare, updating reservation history and owner files, and confirming reservations with the resorts. Additional duties may include setting up new owner files, both on the computer or manually, if required. Provide additional assistance with regards to answering general questions about the assessment billing (referring the owner to proper VRI/Resorts Staff Member) and answering questions with regards to new VRI enhancement programs and/or exchange companies.

Essential Duties and Responsibilities:

Answer reservation/owner service phone calls. Providing clear, concise and accurate information to all callers.

Confirm all types of reservations including internet bookings.

Processes on-line booking allotment.

Processes commission statements in a timely manner, resolving any discrepancies.

Verifies availability of Regular Use Interval Owners, as well as resort rentals.

Handles all owner phone inquiries regarding billing statements, as well as other general questions.

Assists the Reservations Manager in completing the Inventory Control Processes.

Responds to all owner written correspondence.

Coordinates reservations for VRI’s specials programs such as Bonus Time, Vacation Tyme and any future VRI programs.

Processing all exchange activity, ownership verifications, reservation verifications, inbounds and cancellations for all exchange companies.

Prints daily confirmations and transaction registers, updating reservation files and resort activity.

Assist with responding to e-mails within a timely manner.

Process all address changes as they are received via the VRI Owners Website, mail and from the resorts.

Process Ownership Transfers List by updating all future reservations to the new owner’s information as needed.

Perform various other tasks as directed by Rental/Exchange Coordinator, Supervisor, Reservations Manager, Director of the Call Center or the Vice President of Operations.

Personal Characteristics:

High energy level, comfortable performing multifaceted projects in conjunction with normal activities.  Must be well organized.  Advocates team support.  Ability to get along with diverse personalities – tactful, mature, responsible.  Ability to speak clearly on the telephone and to deal tactfully and maturely with angry customers over the phone.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles, white out fumes, powder from print cartridges, cleaning supplies and risk of micro waves from micro wave ovens.  The work environment is that of a typical office with a moderate noise level.  This noise level is created by light foot traffic and office equipment noise such as computers, printers, calculators, phones, etc.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to stand, use hands, talk, hear, taste and smell.  The employee is frequently required to reach with hands and arms.  The employee is occasionally required to walk, sit, stand, stoop, kneel, crouch or crawl.  Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus. Employee will occasionally lift or move up to 30 pounds.


High School Diploma and a combination of education and/or experience in a resort, hotel/motel, travel industry related environment, specifically dealing with reservations/accommodations, or a closely related field. Adept at dealing tactfully with the public, both over the phone and in-person. Experience with an automated reservation system desirable. Good organization, math, filing and customer service skills required. Must be able to pass computer and guest service test.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.