Supervisor, Travel Agency Owner/Agent Support and Resolution

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.

The Travel Agency Service Operations Supervisor role strives to be an accomplished employee coach with a commitment to problem solving and becoming an owner advocate maintaining owner relationships and service excellence. This role is responsible for recruiting, hiring, coaching, and leading a core team of Service Specialists responsible for all travel agency modifications, exchanges, cancellations, and credits for domestic, international, and cruise sales. This role will provide guidance and assistance of any and all bookings, including complex and/or large travel requests/modifications. This role is responsible for driving team performance including incremental cash bookings, effective/efficient modifications and overall team focus on support of internal team members. Additional focus on team coaching to ensure minimum performance standards along with exceeding overall Owner Experience (OE) team targets.

In addition, this Supervisor role will directly lead and support all aspects of Travel Agency Quality Control, with communication and recommendations for improvement with the Travel Agency Sales team, along with providing training resources (Counselor Resource Specialists) for daily questions/escalations and overall Travel Sales support. This role will support all logistic operations focus including leading the team to assist with account corrections, updates, customer satisfaction, and schedule changes/updates.

How You'll Shine:

- Daily Supervisor functions with direct team, including organizing team workload, monitoring call service levels and queue needs, and exceeding owner servicing expectations. Primary objective to support our departmental policies, plans, and objectives. (20% of time)
- Coaching and reviewing calls and providing feedback to team, updates to management on a weekly basis. Providing team training and education to align with preferred suppliers and focus of travel agency department. Focus on team motivation including servicing techniques, service procedures, and overall owner servicing standards. Responsible for sustaining service level targets, which include phone/email statistics, owner service and overall quality of the travel agency service team. Completes weekly quality monitoring and schedules bi-weekly one on ones with team members. (40% of time)
- Accountable and responsible for measuring team performance and reviewing opportunities with management to determine adequate staffing levels by role and ensuring compliance, call handling standards, and performance results achieved. Continued focus in sustaining existing owner relationships and properly processing of accounts, refunds, exchanges, and credits, while achieving team targeted performance call metrics. Providing feedback to management, peers, and service support team with focus on continuous team improvement and transparency. (20% of time)
- Providing support and handling escalated issues from team members and owners as needed, may make travel bookings as needed, and service support to internal business teams. Focus on team awareness and communication across travel agency and internal owner servicing teams. (10% of time)
- Attending team meetings and strategy review sessions, communicating and working with other team members across all clubs, developing development plans, and team discussions to grow/lead talent. (10% of time)

Travel Requirements

Minimal as primary role is based as a Work from home (WFH) and will require no daily travel to facilitate day-to-day functions of the role. 5% Travel Requirement – Potential for 1-2 annual meetings at Orlando Corporate office.

What You'll Bring:

Education

- Bachelor’s degree in tourism, travel, hospitality, business or related field preferred
- High School Degree or equivalent minimum requirement
- Must be able to work nights, holidays, and weekends as necessary

Training Requirements

- Experience working as a supervisor or above preferred
- Up to date on any applicable state licensing or registration requirements

Knowledge and Skills

- Ability to lead and coach team members
- Proven performance with leading teams and driving results
- Strong sales and interpersonal skills
- Excellent verbal and written communications skills
- Ability to negotiate effectively
- Knowledge and comprehension of airline tariffs, regulations and policies
- Strong knowledge of travel agency procedures
- Excellent knowledge of computer reservation system and computer programs
- Strong problem-solving skills
- Detail oriented and highly organized
- Strong ability to manage time and prioritize tasks
- Working knowledge of domestic and international travel trends
- Ability to speak languages in addition to English preferred, but not required

Technical Skills

- Strong understanding of GDS computer reservations system.
- Excellent knowledge of CW/WBW resorts, CW/WBW Program Rules and CW/WBW internal reservation system (internal candidates), including Travel Agency processes and procedures
- Skilled at using a PC, and knowledgeable of Microsoft Office applications, including virtual environments, call center software, and ability to generate reporting and create presentations on team results.

Job Experience

- Travel Agency experience is strongly preferred
- Minimum of 3 years of service with Worldmark or Club Wyndham
- Travel Agency teams or equivalent of 4+ years of Travel industry experience (external).

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

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 [email protected] , including the title and location of the position for which you are applying.