Engagement Specialist

This being a pilot program, teamwork and adaptability will be critical behaviors for this candidate.  HGV is testing a new way of selling and servicing our Members and Customers to drive lifetime value and satisfaction, so individuals qualified for this position must have an entrepreneurial spirit, be a self-starter, excel at inspired hospitality, great listening skills and emotional intelligence.  The position will be based in Orlando, with onsite requirements, with possibility of work from home options in the future should the pilot prove successful.  

Outbound Engagement & Initial Conversation:

• Execute outbound email and phone campaigns tied to marketing initiatives and pilot test objectives

• Must conduct ~80-100 outbound and inbound calls a day to meet pilot business expectations

• Proactively follow up on email campaigns to increase engagement and secure Member/Consumer opt-in for personalized services

• Conduct outbound call campaigns using approved scripts while maintaining a conversational, relationship-first approach

• Clearly articulate the value of personalized service and relationship-based engagement

Discovery & CRM Data Enrichment:

• Conduct structured yet natural discovery conversations to understand consumer preferences, travel habits, life events, and service expectations

• Accurately capture and maintain consumer data within Salesforce, including:

  • Contact details and communication preferences

  • Personal milestones (e.g., Birthdays, Anniversary’s, special occasions)

  • Travel history, resort preferences, and interests

  • Opt-in status and consent documentation

• Ensure Salesforce data is complete, current, and actionable for Certified Vacation Advisor

Sales Readiness & Scheduling:

• Qualify consumer interest and readiness for a sales conversation

• Schedule calls or appointments for assigned Certified Vacation Advisor, ensuring proper handoff and context

• Provide Certified Vacation Advisor with relevant discovery insights to enable a personalized and informed sales conversation

Relationship Nurturing & Ongoing Engagement:

• Support ongoing relationship building through thoughtful, timely correspondence, including:

  • Birthday/Anniversary outreach

  • Post Stay and post-vacation follow ups

  • Personalized check-ins and milestone acknowledgements

• Coordinate with resort teams to deliver “surprise & delight” experiences such as:

  • In room gifts

  • Special amenities or upgrades (when available)

  • Recognition of special events 

  • The ability to blend inspired hospitality, service, and sales performance to drive a successful business model

  • Required to sell with integrity, adhering to all compliance and legal guidelines

  • Act as a liaison between marketing, sales, service, and resort partners to ensure a cohesive, personalized experience

  • Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,

  • Completes all required Company training/compliance courses as assigned.

  • Adheres to Company standards and maintains compliance with all policies and procedures.

  •  Performs other related duties as assigned

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

•  Strong verbal and written communication skills

• Comfort with outbound calling and email follow up

• Ability to build rapport quickly and authentically

• Experience working in a CRM environment (Salesforce preferred)

• High attention to detail and data accuracy

• Customer-first mindset with a relationship-driven approach

• Strong organizational and time-management skills

• Comfortable working in a test-and-learn environment

• Willingness to provide feedback, insights, and improvement ideas

• Adaptable to evolving scripts, workflows, and success measures

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:

•   Experience with the HGV and HVC product 

•   Experience in relationship selling, customer success, or consultative sales support

• Hospitality, travel, or resort-based service experience

• Familiarity with lifecycle marketing or outbound campaign execution

• Multilingual preferred