Rental Reservations Agent

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

Rental Reservations Agent Jobs in Orlando, FL – Hiring Immediately

Westgate Resorts is hiring Full-Time Rental Reservations Agents 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. 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 Rental Reservations Agent, you will handle 40–50 inbound calls per day from Westgate guests, assisting with servicing reservations, general resort questions, reservation questions and collecting payments. This role requires strong communication skills, fast typing, problem-solving ability, and comfort navigating multiple systems at once. We are hiring immediately for the upcoming 4/16 class.

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 12:30pm–9:00pm on weekdays (two weekdays off) and a 10:00am–6:00pm 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 40–50 inbound calls per day from guests regarding booking reservations, general questions, payments, and reservation updates
• Provide accurate information on availability, locations, policies, promotions to book or service reservations.
• Navigate multiple systems simultaneously including Rental Console, LMS, SAMS, Loyalty Console, 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

Qualifications

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

Training & Schedule Details (Include in Job Posting)

• New Hire Orientation: 4/16
• Start Date: 4/17 in Ocoee, FL  
• Training and Nesting: 6 weeks, Monday–Friday, 9:00am–5:30pm (in-office)
• No time off permitted during first 90 days
• Post‑training schedule:
  • Weekdays: 12:30pm–9:00pm (2 days off during the week)
  • Weekends: 10:00am–6:00pm
• Shift Differentials:
  • After 5pm: +10%
  • Weekends: +15%
• Pay $16.00/hr base / Bilingual Pay: $16.50/hr base → higher evening/weekend differential rates

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 WGAccommodations@wgresorts.com 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.