Guest Services/Inbound Activator
SVO Palm Desert Office - Palm Desert, CA

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Company

Starwood Vacation Ownership (SVO) is one of the premier developers and operators of high-quality vacation ownership resorts. The company is a wholly-owned subsidiary of Starwood Hotels & Resorts Worldwide, Inc. (NYSE: HOT) and currently operates vacation ownership resorts under the Westin and Sheraton brands in some of the world's most desirable destinations, including Hawai‘i, Colorado and the Caribbean.

Location

Our SVO Palm Desert Office, located just south of the beautiful Westin Desert Willow Villas in Palm Desert, houses our Owner Marketing Contact Center and our West Region Office.

Department

Job Description

The Guest Services/Inbound Activator is responsible for the timely resolution of guest related issues and inquiries in reference to reservations, rescheduling, cancellations, tour changes, and accomodations.

MAJOR DUTIES:
  • Handle moderate to high call volume and perform within established departmental goals.
  • Focus on maintaining efficient resolution and performance expectations while delivering optimal customer service levels.
  • Resolve, negotate, and justify equitable and cost effective solutions.
  • Process arrival, reschedule, cancellation and refund requests within departmental guidelines.
  • Identify escalated guest issues that require management intervention or action.
  • Provide customer feedback to department leaders that inform of trends or guest comments that surface as areas of concern or have potential for improvement.
  • Document all conversations by inserting notes into the customer data base in a thorough and timely manner.
Requirements

  • Excellent verbal and written communication skills are required.
  • Excellent data entry skills are required.
  • Proven PC proficiency is required.
  • Minimum of one (1) year experience in a guest or customer service background is required.
  • High energy, positive attitude, and effective problem resolution skills are required.
PHYSICAL REQUIREMENTS:
  • Processing and analysis of paperwork and detailed reports require visual observation.
  • Essential job duties require verbal and written communication.
SVO is an Equal Opportunity Employer that supports a drug-free work environment. Drug screening is required.

Guest Services/Inbound Activator
Company

Starwood Vacation Ownership (SVO) is one of the premier developers and operators of high-quality vacation ownership resorts. The company is a wholly-owned subsidiary of Starwood Hotels & Resorts Worldwide, Inc. (NYSE: HOT) and currently operates vacation ownership resorts under the Westin and Sheraton brands in some of the world's most desirable destinations, including Hawai‘i, Colorado and the Caribbean.

Location

Our SVO Palm Desert Office, located just south of the beautiful Westin Desert Willow Villas in Palm Desert, houses our Owner Marketing Contact Center and our West Region Office.

Department

Job Description

The Guest Services/Inbound Activator is responsible for the timely resolution of guest related issues and inquiries in reference to reservations, rescheduling, cancellations, tour changes, and accomodations.

MAJOR DUTIES:
  • Handle moderate to high call volume and perform within established departmental goals.
  • Focus on maintaining efficient resolution and performance expectations while delivering optimal customer service levels.
  • Resolve, negotate, and justify equitable and cost effective solutions.
  • Process arrival, reschedule, cancellation and refund requests within departmental guidelines.
  • Identify escalated guest issues that require management intervention or action.
  • Provide customer feedback to department leaders that inform of trends or guest comments that surface as areas of concern or have potential for improvement.
  • Document all conversations by inserting notes into the customer data base in a thorough and timely manner.
Requirements

  • Excellent verbal and written communication skills are required.
  • Excellent data entry skills are required.
  • Proven PC proficiency is required.
  • Minimum of one (1) year experience in a guest or customer service background is required.
  • High energy, positive attitude, and effective problem resolution skills are required.
PHYSICAL REQUIREMENTS:
  • Processing and analysis of paperwork and detailed reports require visual observation.
  • Essential job duties require verbal and written communication.
SVO is an Equal Opportunity Employer that supports a drug-free work environment. Drug screening is required.

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