Confirmations Agent

We Put the World on Vacation

How You’ll Shine 

The Guest Experience Specialist is responsible for delivering exceptional service to guests before, during, and after their vacation experience. This role manages a combination of inbound and outbound communications related to marketing vacation packages, including confirming upcoming arrivals, answering travel-related questions, resolving guest concerns, supporting post-travel inquiries, and reducing reservation cancellations.

The specialist partners with internal departments to ensure guests are fully prepared for their vacation experience while maximizing guest satisfaction, arrival confirmations, show rates, and overall tour delivery.

Success in this role requires outstanding communication skills, strong problem-solving abilities, sound judgment, and the ability to confidently resolve customer concerns while creating positive guest experiences.

This position starts on September 4th, 2026

Pay: Your compensation will be an hourly rate of $18.00

Hours: You will receive an 8-hour shift between: 9:00am – 8:00pm

Saturday and Sunday: As needed, must be flexible.

Essential Responsibilities

• Contact guests through outbound phone calls, email, or other approved communication channels to confirm upcoming vacation arrivals and presentation details.

• Receive inbound calls from guests regarding upcoming reservations, travel planning, package details, accommodations, presentation requirements, incentives, and general vacation questions.

• Assist guests after travel by researching and resolving questions regarding incentives, redemption processes, billing concerns, or other post-travel inquiries.

• Resolve guest concerns professionally by identifying solutions, offering appropriate alternatives within company guidelines, and de-escalating challenging customer interactions.

• Proactively work to retain reservations by minimizing cancellations through education, creative problem solving, and guest-focused solutions.

• Verify reservation accuracy including travel dates, accommodations, guest information, eligibility requirements, and presentation details.

• Coordinate with reservations, activations, marketing, and other internal departments to ensure accurate communication and timely issue resolution.

• Maintain accurate documentation of all guest interactions, follow-up activities, and resolutions within company systems.

• Meet or exceed departmental performance expectations including quality, productivity, guest satisfaction, call handling standards, confirmation rates, cancellation reduction, and attendance.

• Support business initiatives including accommodation changes, operational projects, testing, process improvements, and special assignments.

• Participate in training sessions, calibration meetings, coaching activities, and continuous learning opportunities.

• Provide cross-functional support to Reservations or other call center teams during periods of increased call volume or business need.

What You'll Bring:

• High School Diploma or GED required.
• Minimum one year of experience in customer service, hospitality, reservations, travel, contact center operations, or a related field required.
• Previous experience within the vacation ownership, hospitality, or travel industry preferred.
• Demonstrated ability to build rapport and provide exceptional customer experiences over the phone.
• Strong verbal and written communication skills.
• Excellent active listening and conflict resolution skills.
• Ability to professionally manage difficult conversations while maintaining empathy and sound judgment.
• Strong critical thinking and problem-solving abilities.
• Ability to multitask across multiple systems while maintaining accuracy and efficiency.
• Comfortable working in a fast-paced, performance-driven contact center environment.
• Proficiency with Microsoft Office applications including Outlook, Word, and Excel.
• Experience using reservation, CRM, or hospitality management systems preferred.
• Ability to work flexible schedules including evenings, weekends, and holidays based on business needs

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.