Agent Pre-Arrival Upgrade

Call guest arriving within forty five days to confirm and assist guests with any questions in regards to their Hilton Grand Vacation Marketing Package, also confirm their reservation, timeshare tour, and the details of their of their vacation package. Welcome the guests the day of arrival, helping with transportation to the tour, and making sure that all parties required to tour attend as scheduled. Under general direction, the Club Pre-Arrivals Specialist provides Sales Agents with qualified prospects for timeshare presentations as well as event participation. Provides general concierge services for all members, owners, and guests by offering area information and booking activities prior to guest arrival. Provide complete and accurate information to guests on every telephone call. Especially information about tour presentation, accommodations, premiums and promotions. Assist guests with inquiries relating to the package that they have purchased. Handle situations with dissatisfied guests and create resolutions

ESSENTIAL JOB FUNCTIONS 

• Offers qualified prospects Event (HUA) upgrade opportunity prior to the scheduled sales presentation
• Maintains the minimum standard for penetration, bounce back sales, show percent, and budgeted volume per month based on guest segment. 
• Provides details of specific events occurring during guest stay and books attendance. 
• Learns and delivers branded and scripted sales pitch. 
• Collects deposits for presentations booked. 
• Books and sells area activities for on-site guests according to business needs and as directed by manager. 
• Provides guests with site and area information upon request. 
• Maintains familiarity with all Company programs, systems, and resorts.
• Remains current on all area attractions and dining.
• Knows the resort and all amenities provided. 
• Ensures highest possible resort guest satisfaction.
• Reports all negative guest experiences to the In House Manager.
• Reviews targeted penetration and budgeted Volume per Guest (VPG) with management on a weekly and monthly basis.
• Places and receives phone calls to guests prior to arrival to offer full concierge services. 
• Works in a variety of different work environments including Events and Pre-Arrival Concierge. 
• Maintain an upbeat, positive and motivated demeanor especially when interacting with Hilton guests, coworkers, and managers. 
• Attention to detail when reviewing reservation to ensure reservations and tours are confirmed correctly. 
• Use Excel spreadsheets to track tour data, NQ information, shuttle pickups, and premium issues. 
• Assist management with special projects relating to customer service. 
• Must be available to make outbound calls for the entire shift with exception of assigned break times. 
• Ensure the privacy and security of confidential information about guests. 
• Confirm a specific percentage of all leads for the following month.

REQUIRED QUALIFICATIONS

• Must have excellent written and verbal communication skills. 
• Ability to meet with strangers and develop conversation easily. 
• Strong sense of customer service with enthusiastic, energetic and professional behavior.
• Good organizational skills and detail orientated.
• Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills.
• Excellent interpersonal and guest relations skills a must.
• Timeshare and guest realations background preferred.
• Must be flexible and able to work a variable schedule, including evenings, weekends, and holidays based on call center needs.

PREFERRED QUALIFICATIONS

• Must have excellent written and verbal communication skills.
• Ability to meet with strangers and develop conversation easily.
• Strong sense of customer service with enthusiastic, energetic and professional behavior.
• Good organizational skills and detail orientated. 
• Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills.
• Excellent interpersonal and guest relations skills a must.
• Timeshare and guest realations background preferred.
• Must be flexible and able to work a variable schedule, including evenings, weekends, and holidays based on call center needs.