Confirmations Representative (Hospitality & Vacation Services)

About the role

We are looking for a customer‑focused Confirmations Representative to join our hospitality and vacation ownership team in Panama City. In this onsite role you will interact with guests by phone, confirming their holiday package reservations and scheduled property tours while delivering a high level of service.

Key responsibilities

• Contact customers by telephone to confirm holiday package reservations and sales presentations.
• Explain package details, tour requirements and eligibility criteria clearly and professionally.
• Answer questions about accommodation, facilities, promotions and services.
• Address concerns, overcome objections and maintain a positive approach.
• Identify upsell opportunities for additional products or services.
• Accurately capture and update customer information across multiple systems.
• Liaise with internal departments to resolve queries and ensure a seamless experience.
• Meet quality and productivity standards while delivering exceptional service.

Required profile

• High school diploma or equivalent (preferred).
• Previous experience in customer service, contact centre, reservations, hospitality or sales is advantageous.
• Excellent written and verbal English communication skills.
• Strong telephone etiquette and ability to handle objections.
• Attention to detail and administrative accuracy.
• Flexibility to work shifts, including weekends and public holidays.

Required skills

• Proficiency in navigating multiple computer systems.