Vaco by Highspring ยท 15 hours ago
Reservation Concierge Specialist
Orlando, FL
Full-time
Onsite
Entry, Mid Level
$18/hr - $18/hr
2+ years expVaco is hiring for a full-time Reservation Concierge in the office of a valued client in Orlando, FL. This role is essential for managing the client journey from inquiry to confirmed itinerary, ensuring high levels of satisfaction and accuracy in reservations.
Staffing & Recruiting
Hiring Manager
Jessie Callahan
Responsibilities
Qualify purpose, party size, luggage, schedule sensitivity, VIP needs, budget/priority
Position service tier (KCS business-class luxury vs. RKR reliable value) based on perceived value
Build trust quickly; overcome price objections using benefits, social proof, and risk-reversal
Generate accurate quotes; secure deposits/payments; upsell meet-and-greet, child seats, multi-stop itineraries, on-site desk, and VIP errand vehicle
Enter flawless reservations into databases with all metadata (flight numbers, FBOs, tail numbers, ADA notes, gate/terminal, bags, car seats, meet-and-greet signage text, PO/reference)
Apply pricing rules, fees, gratuity, wait time, after-hours, tolls, surcharges, and discounts per policy
Proactively verify flights and monitor changes; communicate updates to clients and dispatch
Maintain a luxurious tone via phone, email, and SMS; write grammatically clean, concise messages
Send confirmations, receipts, pre-trip reminders, chauffeur/vehicle details, and post-trip thank-you/review requests
De-escalate issues professionally; document notes for transparent handoffs
Partner with Dispatch/Chauffeurs on special instructions, signage, timing, and contingencies
Coordinate affiliates for out-of-market trips; validate COIs, pricing, and SLAs
Manage your pipeline, prioritize high-value leads, and hit daily activity targets without hand-holding
Maintain spotless records, follow SOPs, and suggest improvements to templates and workflows
Qualification
Required
Customer Service Mastery: Empathy, patience, solution-orientation, and hospitality mindset
Sales Skills: Discovery, needs-based recommendations, objection handling, assumptive close
Communication & Grammar: Flawless written English, professional tone, active listening, summarizing
Executive presence, confidence, warmth, calm under pressure
Extreme accuracy with names, times, numbers, and addresses
Self-managed, organized, meets deadlines without constant oversight
Tech Fluency: Moovs or Limo Anywhere, Zoho/CRM, Google Workspace, flight-tracking tools, Microsoft excel and Microsoft word
Associate's Degree
2 years of prior work experience in a fast-paced customer service workplace
Preferred
Orlando market knowledge
Corporate/event travel experience
Bilingual
Benefits
Discretionary bonuses
Medical, dental, and vision benefits
401(k) retirement plan
Company
Vaco by Highspring
Vaco is the Talent Solutions division of Highspring, a leading global professional services organization.
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase