Reservation Concierge Specialist
Listed on 2026-01-19
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Customer Service/HelpDesk
Customer Service Rep, Bilingual
Vaco is hiring! We have an exciting opportunity for a full time Reservation Concierge in the office of a valued client of ours in Orlando, FL. This is an immediate need for their luxury transportation service team, so if interested please apply today for consideration!
Hourly Pay Rate: $16.50/hr
Weekly
Schedule:
1pm to 10pm with Tuesdays and Thursdays off.
The Reservation Concierge is the first impression of their brand—owning the full client journey from inquiry to confirmed itinerary. This concierge specialist will qualify needs, recommend the right service tier (KCS vs. RKR), craft accurate quotes, secure payments, and manage updates with white‑glove communication. Success = 5‑star client satisfaction, problem‑solving, zero‑error reservations, and strong conversion.
Key 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.
- 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. - Bonus:
Orlando market knowledge; corporate/event travel experience; bilingual.
- High School Diploma, but college degree preferred.
- 2 years of prior work experience in a fast‑paced customer service workplace.
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting.
The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
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