Wholesale Booking Agents at Westgate Resorts

Ocoee, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

17.0

Posted On

27 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Inbound Calls, Reservation Servicing, Resort Questions, Third Party Extranets, Communication Skills, Fast Typing, Problem Solving, System Navigation, Customer Service, Booking Reservations, Documentation, Punctuality, Schedule Adherence, Bilingual Spanish, Quality Assurance

Industry

Hospitality

Description

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 Westgate Resorts is hiring a Full-Time Wholesale Booking Agent in Orlando, FL with a unique hybrid work model—100% in-office for the first 90 days, then fully remote after training and passing quality checks. The agent will manage and process bookings across multiple channels, including wholesale partners, groups, travel agents, OTAs, and internal platforms. This role starts at $16/hr or $16.50/hr for bilingual Spanish-speaking agents, with additional 10% evening differential and 15% weekend differential. As a Wholesale Booking Agent, you will handle 10-20 inbound calls per day from the resorts, assisting with servicing reservations, general resort questions, reservation questions and working 3d party extranets. This role requires strong communication skills, fast typing, problem-solving ability, and comfort navigating multiple systems at once. We are hiring immediately. This is a structured call‑center environment with 4 weeks of in-office training (Mon–Fri, 9:00am–5:30pm) followed by 2 weeks of nesting training, both with no time off allowed during the first 90 days. After nesting, the permanent schedule becomes 9:00am–5:30pm on weekdays (two weekdays off) and a 9:00am–5:30pm weekend schedule. Candidates with hospitality call center experience, sales, collections, front desk, or previous work-from-home success excel in this role. As part of Westgate’s commitment to excellence, training includes weekly Gate Assessments, requiring at least 80% performance to advance to the following week of training. At Westgate Resorts, we live by our core values of Integrity, Passion, and a strong Work Ethic, ensuring every interaction strengthens the guest experience and reflects our standard of service. What You’ll Do Handle 10-20 inbound calls per day from resorts assisting with servicing reservations, general resort questions, reservation questions and working 3d party extranets. Provide accurate information on availability, locations, policies, promotions to book or service reservations. Navigate multiple systems simultaneously including Wholesale Console, LMS, Tableau, 3d party extranets, Alveria Dialer, Teams, and SharePoint Deliver exceptional customer service and resolve guests concerns with professionalism Achieve performance benchmarks across QA, Revenue, call handling, system accuracy, and productivity metrics Participate in Gate Assessments during training with an 80% passing requirement Maintain excellent written notes and system documentation Meet all attendance, punctuality, and schedule requirements, including first‑90‑day restrictions Booking reservations though various channels Extranets Email / Requests Wholesale Contracts Travel Agents Online Bookings Online Travel Agencies Internal Website Qualifications High School Diploma or equivalent required 4–6 months of sales, customer service, call center, or related hospitality experience preferred Bilingual Spanish is a major plus (eligible for $0.50/hr bilingual differential after QA approval) Strong verbal and written communication skills Fast and accurate typing; ability to work across multiple screens and software programs Strong problem solver with a customer-first mindset Must be able to commit to no time off during the first 90 days Ability to sit for extended periods and occasionally lift up to 15 pounds Previous work-from-home experience preferred 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. Property: 43203-WG Ocoee Call Ctr Career Site Category: Call Center Compensation: USD 16 - USD 17 - hourly

Responsibilities

The agent will manage and process bookings across multiple channels, handling 10-20 inbound calls daily from resorts to assist with reservation servicing, general resort inquiries, and working with third-party extranets. Responsibilities include providing accurate information on availability and policies, navigating multiple systems simultaneously, and achieving performance benchmarks across various metrics.