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Reservations Coordinator

Company: The Mark Travel Corporation
Location: Bethlehem
Posted on: May 3, 2021

Job Description:

Inspire and deliver exceptional value to travelers around the globe as part of the Apple Leisure Group (ALG) team! Our vision is to be the best-in-class and largest all-inclusive resort management and travel services provider, differentiated by the collaboration of our unique resort and distribution brands.

Grow your career as a Reservations Coordinator within AMResorts, which manages industry acclaimed luxury resort brands like Zotry, Secrets, Breathless, Dreams, among others. In this role, you will assist the AMR Reservation Manager by supporting the AMR Call Center Team, in addition to the broader AMR team located globally. You will hold multiple responsibilities and will act as the supervisor on duty and provide support to the AMR Reservation Team.

A successful Reservations Coordinator will:

  • Utilize InContact/Dashboard to evaluate call coverage. Proactively advise agent to take calls if the need occurs. Assist with res call as needed.
  • Be the first point of contact for escalated calls from AMResorts Reservationists by providing support for escalated issues and/or questions regarding the following: policy, procedures, system application and our phone system. Excellent service in a timely manner is a must.
  • Provide technical support i.e. adding/deleting insurance, adding/deleting transfers, name changes, revising material, base price adjustments, lap children, extending options, sends manual emails, waive penalties, call the hotel, partial/full cancellations, correcting tour IDs, and supplements. Book/change flights in Worldspan.
  • Maintain AMResorts mailboxes (Secrets, Breathless, Dreams, Now, Zoetry, Sunscape)
  • Maintain Involuntary Sked/Charter Notification/AMR Hotel Notifications
  • Utilize TL database
  • Maintain Failed Credit Card Payments Process with guest contact
  • Demonstrate a commitment to research & resolve issues using the cost/benefit ratio as a guide
  • Mentor and assist Reservation Agents
  • Liaise/network between Reservations and all other departments i.e. Agent Notification, Sales, Customer Care, Operations, Marketing, Product Development, Accounting and the Outside Sales Team, etc.
  • Utilize resources effectively to actively maintain, apply and expand knowledge
  • Participate in recurrent education: i.e. trainings, hotelier briefings, Fam Trips to remain current with product information, sales information, customer service skills and computer changes and updates.
  • Assist management to insure the efficient and effective operation of the call center i.e. lead center at night and weekend in the absence of management; monitor Dashboard in efforts to maintain Service goals
  • Support Res Supervisors by answering escalated calls from consumers and Travel Agent partners
  • Mentor and assist with departmental training
  • Travel as required
  • Overtime as required


  • High School diploma or equivalent
  • Minimum 6 months experience working in Apple Vacations Reservations Center preferred
  • Knowledge of Res API, MS Word, MS Excel and MS Outlook a plus
  • One year customer service experience a plus
  • Ability to communicate effectively in writing and in person with front line employees, all levels of management as well as internal and external clients
  • Ability to maintain confidential information as it relates to employees and clients
  • Ability to make decisions quickly in a fast-paced environment, manage responsibilities with minimal supervision and work as part of a team
  • Ability to remain flexible and adapt to a changing environment
  • Ability to handle and resolve conflict in a positive manner
  • Critical Thinking, ability to multi-task and Outstanding customer service skills a must
  • Positive attitude
  • Detail-oriented
  • Excellent organizational skills
  • Punctual

About Apple Leisure Group

As North America's only vertically-integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

  • Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
  • Resort Brand Management: management of 5-star and 4-star luxury resorts through AMResorts award-winning brand portfolio
  • Destination Management Services: Best-in-class destination management services provided by Amstar DMC and Worldstar
  • Loyalty Program: Exclusive loyalty program Unlimited Vacation Club
  • Technology Solutions: Innovative technology solutions provider Trisept Solutions, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit

About AMResorts

AMResorts is North America's fastest growing luxury leisure resort company. Founded in 2001, AMResorts has reached a decade of unparalleled success providing sales, marketing and brand management services by offering to the luxury leisure market high quality Endless Privileges, Unlimited-Luxury and Unlimited-Fun vacations, where everything is included.

Our Values

At ALG, we call our employees Team Members, because we are more than just employees. We are united as a team, working toward a common mission and vision. Together, we are committed to live the core values by which we operate:

We Care We Are Authentic We Inspire Action We Do It Together We Own our Results

We Are Hungry For More We do Everything With Passion

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

  • Medical, Dental and Vision Insurance
  • Basic Life Insurance
  • Short & Long Term Disability
  • Paid Parental Leave
  • Corporate Wellness Program
  • Travel Discounts & Deals
  • Paid Time Off & Holidays
  • 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

Keywords: The Mark Travel Corporation, Bethlehem , Reservations Coordinator, Other , Bethlehem, Pennsylvania

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