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Customer Services Apprentice - Hotel Reservations Specialist DIAMOND RESORTS (EUROPE) LIMITED

Serving as the first point of contact for the Reservations Department, the Hotel Reservations Specialist supports our resorts by making reservations, accepting inbound calls in a call centre environment, handling e-mails, and helping our guests plan their travel experience.

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Closing date: 19 Dec 2022

Apprenticeship summary

  • Annual wage


    Under 18 - £11,107 per annum Over 23 - £19,760 per annum Once apprenticeship completed - £20,363 per annum

  • Working week

    5 days over 7 - some evening, weekend and Bank Holiday work is involved. Shifts are either an 8:00-16:30 or an 11:30-20:00. Shifts are rotated on a fortnightly basis to ensure the rotations are shared as fairly as possible.

    Total hours per week: 40.0

  • Expected duration

    14 Months

  • Possible start date

    04 Jan 2023

  • Date posted

    14 Nov 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    2 available

What will the apprentice be doing?

  • Servicing a large volume of inbound and outbound calls and emails from hotel guests, processing reservation transactions in our internal systems with accuracy and attention to detail, per established policies and procedures
  • Delivering exceptional customer service in a friendly, personalised manner
  • Providing accurate, comprehensive information about Diamond Resorts properties, products and services, and proactively offering resort recommendations and various products and services to enhance guests' vacation experience
  • Using personalized discovery and conversion techniques to maximize transactions that generate occupancy and revenue to achieve defined business goals
  • Efficiently and productively completing outbound call campaign assignments and using campaign SOPs to achieve campaign-specific objectives
  • Responding to emails and requests for call-backs within established response time standards
  • Taking personal ownership to resolve issues/complaints by thoroughly researching the issue, identifying solution options, escalating to a Supervisor as applicable per established policies and procedures, and following up to ensure resolution is implemented and confirmed back to customer in a timely manner

What training will the apprentice take and what qualification will the apprentice get at the end?

  • You will achieve an Apprenticeship Standard in Customer Service Practitioner Level 2
  • Upon joining our contact centre team, we offer a proficient 3-week training course, in which there will be the opportunity to review slides, buddy up with a fellow colleague, complete assessments and more
  • We feel that pairing knowledge with learning on the job best equips candidates for the role
  • This position is currently remote, working from home, although we do envision that this role will morph into a hybrid role between WFH and working from the Lancaster Head Office

What is the expected career progression after this apprenticeship?

  • Diamond Resorts are enthusiastic to retain talent and make a real effort to promote from within where possible
  • As the Contact Centre forms part of the wider department, should the opportunity for continued progression present itself, we encourage internal applicants
  • Furthermore, we would aim to convert apprentice team members into permanent contracts where possible

Requirements and prospects

Desired skills and personal qualities

Time keeping, Reliability, Customer Service experience, Drive, Independence, Enthusiasm, Ambition


GCSE or equivalent English (Grade 2-3) Desired
GCSE or equivalent Maths (Grade 2-3) Desired

About the employer

Diamond Resorts is part of the Hilton Grand Vacations timeshare portfolio of hotels and resorts. The Diamond portfolio includes managed and affiliated properties in more than 370 vacation destinations around the world that offer groups, families and individual travellers’ distinctive accommodations where they most want to vacation. Whether you want your next getaway to be as close as a quick road trip or hope to visit another continent, Diamond offers choice and flexibility so you can spend less time planning and more time creating memories. Many of our properties offer a full-service hotel/resort experience with spacious Suite accommodations, featuring private patios or balconies and kitchen areas. Resorts often feature large pools, outdoor barbecue areas and activity centres. While each location is distinctively different, we offer high-quality guest service, family-friendly amenities and a close attention to detail as signature elements throughout. From incredible resorts near golf courses and all attractions in Orlando and Las Vegas, to relaxed beach retreats in Hawaii, Mexico and Spain; from mountain lodges in Tennessee, Colorado and the Arizona desert, we encourage you to explore all that we have to offer, to make your vacations as unforgettable as you deserve them to be. Why join Diamond Resorts, what are the benefits? • Resort discounts for team members, family and friends • Career growth opportunities • Fun, fast-paced work environment • Free, secure office parking • Access to dedicated employee assistance and well-being programme • Generous holiday entitlement




Citrus House Caton Road



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Training provider



Judith James

01202 567204

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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