What are the responsibilities and job description for the Reservations Specialist position at Westgate Resorts?
Company Description
Westgate Resorts is the largest privately held timeshare company in the world, with 60 resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.
Job Description
On-site training beginning February 26th for 90 days, then hybrid/remote
Starting at $16/hr ($16.50 for bilingual Spanish) commission shift differentials $100 bonus after successful completion of training and nesting (including meeting required metrics)
Join Westgate Resorts, Where Exceptional Service Meets Incredible Career Growth!
Are you passionate about customer service, problem-solving, and helping people plan unforgettable vacations?
As an Reservations Specialist, you’ll support Westgate Resort owners by handling reservations and account inquiries, educating owners on their timeshare usage rights, and delivering a 5-star experience on every call.
This role offers paid training, performance incentives, and long-term career growth with one of the nation’s largest hospitality companies. After your first 90 days on-site, you’ll have the flexibility to work from home!
Class & Training Details
Next class starts: February 26th
Training is 4 weeks, followed by 2 weeks of reverse shadowing & nesting
Training/Nesting Schedule: Monday–Friday 9:00 AM–5:30 PM (in office)
Attendance Requirement: No time off permitted during the first 90 days Schedule After Training & Nesting: 11:30 AM–8:00 PM with Split days off: 1 weekday 1 weekend day
What You’ll Do
Answer and manage inbound and outbound calls from Westgate Resort owners (approx. 75% inbound / 25% outbound)
Assist owners with booking, modifying, and canceling reservations
Educate owners on timeshare usage rights and account status
Process external exchange requests through a third-party partner
Offer and explain Vacation Guard Travel Protection
Maintain accurate documentation and meet quality/performance expectations
Use multiple systems and tools to support owners, including:
MR, Owner Console, Loyalty Console, Alvaria Dialer, Microsoft Teams, SharePointCall volume expectations:
30–35 calls/day average
40–50 calls/day during peak periods
Qualifications
What You’ll Bring
High school diploma or GED required
2 years of customer service experience preferred (Call center experience is a plus, especially in hospitality- Sales, collections, and front desk experience are also highly transferable!)
Strong communication, listening, and multitasking skills
Comfortable working in a fast-paced, metrics-driven environment
Must be able to work weekends and holidays as needed
Must pass a background check and drug screening
Bilingual English/Spanish is a HUGE plus (additional pay available!)
Additionally, the person must possess and adhere to the following core values:
- Integrity
- Passion
- Work Ethic
Additional Information
Why Westgate?
- Comprehensive health benefits – medical, dental and vision
- Paid Time Off (PTO) – vacation, sick, and personal
- Paid Holidays
- 401K with generous company match
- Get access to your pay as you need it with our Daily Pay benefit
- Family benefits including pregnancy, and parental leave and adoption assistance
- Wellness Programs
- Flexible Spending Accounts
- Tuition Assistance
- Military Leave
- Employee Assistance Program (EAP)
- Life, Disability, Accident, Critical Illness & Hospital Insurance
- Pet Insurance
- Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
- Advancement & development opportunities
- Community Involvement Programs
Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.
This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.