Business Operations Coordinator III | IT Department

Wyndham Hotels & Resorts · Orlando area

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We Put the World on Vacation

Job Summary

The Business Operations Coordinator III is responsible for supporting daily resort operations, including tour reception, guest services, gifting, contract administration, financial reconciliation, reporting, and administrative support. This position ensures the accurate processing and maintenance of operational, financial, and contractual records in accordance with Travel + Leisure (T+L) policies, procedures, and Standard Operating Procedures (SOPs).

The Coordinator provides exceptional customer service to guests, Property Owners, and internal business partners while maintaining the confidentiality and integrity of sensitive information. This role also provides operational and technical support for Sales and Marketing training classes, assists with technology-related initiatives, and supports multiple resort locations as business needs require.

The successful candidate must demonstrate strong organizational, customer service, troubleshooting, and technical support skills, with the ability to work independently, manage competing priorities, and collaborate across departments to maintain operational efficiency and a professional guest experience.

Essential Job Responsibilities

Responsibilities include, but are not limited to, the following:

1. Tour Reception and Sales Operations – 15%

• Welcome and qualify touring guests, collect and validate required guest information, and ensure accurate documentation.
• Assign tours to Sales Agents according to established procedures and communicate relevant information to the Sales and Marketing teams.
• Maintain accurate tour records and support efficient tour flow and daily operational performance.

2. Guest Services and Customer Support – 10%

• Deliver professional, courteous, and responsive service to guests, Property Owners, and internal business partners.
• Answer incoming calls, respond to inquiries, and provide accurate information regarding tours, gifting, and contractual matters.
• Assist Property Owners with contract-related questions and concerns, escalating complex issues when appropriate.
• Resolve routine operational issues while maintaining a positive guest experience.

3. Gifting, Reconciliation, and Inventory Controls – 20%

• Distribute guest premiums and gifts upon completion of presentations in accordance with established eligibility requirements and procedures.
• Complete daily reconciliation of gifts, tours, and contracts across applicable systems.
• Maintain accurate gifting records, monitor inventory as assigned, and resolve discrepancies promptly.
• Ensure all gifting transactions are properly documented and comply with company policies and cost-control requirements.

4. Data Entry, Reporting, and Financial Reconciliation – 20%

• Enter, verify, and maintain tour, gifting, and contractual information in the Central Reservation System (CRS), Epiphany (EPNY), and other applicable systems.
• Generate operational reports and validate data for accuracy, completeness, and timely submission.
• Prepare and balance cash, down payments, site statistics, and other required financial documentation for the Contracts Department.
• Support accounting deliverables, revenue recognition, commission processing, marketing payroll accuracy, and cost-per-tour reporting through timely and accurate recordkeeping.
• Research discrepancies and coordinate with the appropriate departments to ensure proper resolution.

5. Document Management, Compliance, and Data Security – 5%

• File, organize, maintain, and secure contracts, financial records, and other confidential documentation in accordance with company procedures.
• Protect Personally Identifiable Information (PII) and payment card information in accordance with applicable privacy and PCI requirements.
• Ensure records are complete, accessible to authorized personnel, and maintained in accordance with document-retention standards.
• Follow established controls to safeguard company assets and support audit readiness.

6. Contract Administration and Sales Support – 20%

• Prepare, review, and process timeshare sales contracts and supporting documentation for the Sales Department and Property Owners.
• Verify contract information for completeness and accuracy before processing and submission.
• Assist with the preparation, organization, and maintenance of legal and contractual documents in accordance with established procedures.
• Partner with Sales leadership and the Administrative Supervisor to address documentation issues and support timely contract processing and securitization.
• Identify missing or inaccurate information and coordinate corrections to minimize processing delays.

7. Administrative, Technology, and Training Support – 10%

• Provide administrative and operational support to Sales, Marketing, Human Resources, IT, Resort Operations, and other internal departments as needed.
• Support Sales and Marketing training classes by coordinating technology setup, preparing equipment and materials, verifying system access and connectivity, and troubleshooting technical issues.
• Provide basic technical support for computers, printers, mobile devices, and other operational equipment within the scope of the role.
• Assist with classroom readiness, training logistics, and technology-related needs to help ensure classes begin on schedule and operate efficiently.
• Travel to and support multiple resort locations when operational or technical assistance is needed.
• Collaborate with IT, resort leadership, and cross-functional teams to resolve technical issues and support business initiatives.
• Assist with special projects, reporting, process improvements, and other operational and technology initiatives as assigned.

8. Additional Responsibilities

• Perform other duties and responsibilities as assigned to support business operations and departmental objectives.

Travel and Schedule Requirements

• Ability and willingness to travel to and support multiple resort locations when assistance is needed.
• Flexibility to work weekends as business needs require, including supporting scheduled Sales and Marketing training classes and operational initiatives.
• Ability to adjust priorities and provide support across locations based on changing business needs.

Minimum Requirements and Qualifications

Education

• High school diploma or equivalent required.
• Equivalent combinations of education and relevant experience may be considered in accordance with company guidelines.

Job Experience

• Five years of general office administration and customer service experience required.
• Experience in hospitality, resort operations, timeshare, contract administration, or Sales and Marketing support preferred.
• Experience with financial reconciliation, data entry, document processing, or operational reporting preferred.
• Experience providing basic technical support or assisting with training and technology setup preferred.

Knowledge and Skills

• Strong customer service, communication, organization, and problem-solving skills.
• Strong troubleshooting and technical support skills, with the ability to identify issues, evaluate solutions, and resolve routine problems.
• Ability to work independently while supporting operational and technology initiatives across multiple resort locations.
• Ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced operational environment.
• Strong attention to detail when processing contracts, financial records, and confidential information.
• Ability to collaborate effectively with Sales, Marketing, IT, Accounting, Human Resources, and Resort Operations.
• Ability to exercise sound judgment within established guidelines and escalate issues appropriately.
• Flexibility to work weekends and travel between resort locations as business needs require.
• Commitment to maintaining confidentiality, protecting company assets, and following established policies and procedures.

Technical Skills

• Proficiency in Microsoft Outlook, Word, and Excel.
• Experience using Central Reservation Systems (CRS), Epiphany (EPNY), or comparable operational systems preferred.
• Ability to learn and navigate company-specific software, reporting tools, and business applications.
• Strong troubleshooting skills, with the ability to identify and resolve routine system, equipment, and connectivity issues.
• Ability to support classroom technology, equipment readiness, and system access for Sales and Marketing training sessions.

Complexity and Decision-Making Authority

Level of Decision-Making Authority

The Coordinator makes routine operational decisions within established policies and procedures. The position may exercise judgment when addressing guest or Property Owner concerns, resolving discrepancies, correcting documentation, and troubleshooting operational or technical issues. Matters involving exceptions, financial approvals, contractual interpretations, or significant business risk must be escalated to the appropriate leader.

Level of Autonomy

The Coordinator independently manages assigned daily responsibilities while adhering to established controls, deadlines, and service standards. Work is subject to daily, weekly, and monthly review to verify the accuracy and completeness of tour records, gifting reconciliations, financial documentation, contractual paperwork, and assigned technical support responsibilities.

Impact of Incumbent's Decisions on the Organization

The Coordinator's accuracy, judgment, and timeliness directly affect guest satisfaction, operational efficiency, contract processing and securitization, commission payments, revenue recognition, cost-per-tour reporting, marketing payroll accuracy, technology readiness, training effectiveness, and the protection of company assets and confidential information.

Supervisory Responsibility

• No direct supervisory responsibilities.

Scope and Financial Responsibility

The Coordinator supports the achievement of established WCF Scorecard metrics, timely completion of Accounting deliverables, accurate financial and operational reporting, Cost of Sales controls, and Product Yield Management objectives.

The position is responsible for maintaining accurate records, reconciling assigned transactions, safeguarding company assets, protecting confidential information, and ensuring compliance with Travel + Leisure policies, procedures, and Standard Operating Procedures.

Through effective coordination, reporting, administrative support, and technology troubleshooting, the Coordinator contributes to operational consistency, financial accuracy, training readiness, and the successful execution of Sales and Marketing activities across supported resort locations.

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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.

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