Concierge Specialist

About the Role

At Vacatia, we’re transforming the vacation ownership experience, making it more transparent, service-driven, and owner-focused. As we continue to grow and support resorts across our expanding portfolio, we’re looking for a Concierge Specialist who is passionate about delivering exceptional service and strengthening owner relationships. In this role, you’ll serve as a trusted resource for timeshare owners, helping them navigate their ownership experience with clarity and confidence.

Why You’ll Love Working at Vacatia

• Build the Future: Be part of a modern hospitality company redefining the vacation ownership model.
• Impact That Matters: Your interactions directly shape owner satisfaction and long-term loyalty.
• Innovation at Scale: Work across integrated systems and departments to create seamless experiences.
• Autonomy and Ownership: Take initiative in resolving concerns while collaborating with leaders across resorts.
• Culture of Growth: Grow your skills in a company that values development, accountability, and performance.

Responsibilities

• Answer inbound phone calls from timeshare owners, delivering prompt and professional service.
• Assist owners with questions regarding maintenance fees, real estate taxes, and ownership usage.
• Process maintenance fee and real estate tax payments.
• Create Intent-to-Deposit requests for home weeks with exchange networks such as RCI and Interval International.
• Confirm owner usage weeks and provide exchange identification numbers as needed.
• Make outbound calls for follow-up and resolution support.
• Respond promptly to owner emails and follow up on internal Buzz communications.
• Coordinate with the Equity Department to assist owners in becoming current on maintenance fees or mortgage balances.
• Escalate urgent issues or red flags to leadership as appropriate.
• Partner with Resort General Managers to resolve owner concerns related to their resort experience.
• Maintain accurate documentation and follow company protocols and compliance standards.
• Perform other duties as assigned.

Requirements

• High School Diploma or equivalent work experience.
• Strong customer service background emphasizing professionalism, positivity, and strong people skills.
• Clear verbal communication and concise written skills.
• Ability to read and interpret contract documentation and follow company protocols.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Strong organizational skills with the ability to manage multiple priorities.
• Prompt, reliable, and solution-oriented demeanor.
• Ability to solve practical problems and navigate a variety of ownership scenarios.
• Bilingual communication skills are a plus.

Tools & Systems You’ll Use

Salesforce, Cloudbeds, Equiant, Vacatia.com, SPI, Max, Buzz, Jaguar, Email, Internet platforms, Completion of Security Awareness Training.

Work Environment & Physical Requirements

• Office environment with moderate noise levels.
• Regularly required to sit, walk, push, pull, and reach with hands and arms.
• Frequent use of computers, telephones, printers, copiers, calculators, and related office equipment.
• May occasionally lift up to 15 pounds.
• Requires close vision and the ability to adjust focus.

Location: Fort Lauderdale, FL
Schedule: Monday - Friday, 10:30 am - 6:30 pm