What are the responsibilities and job description for the Reservations Agent- Club Member Services- Remote Orlando position at Hilton Grand Vacations?
HGV now offers Day One Team Member Benefits and Daily Pay *
There’s something truly outstanding about Hilton Grand Vacations. We are dedicated to excellence and have received recognition and accolades, such as being named to Newsweek's Most Loved Workplace’s list in 2021. We prioritize building memorable experiences and making a positive impact in our industry and communities, which is the foundation of our culture. Team Members are the driving force behind these efforts. It is their talent, passion, and dedication to our brand that has fueled the success of Hilton Grand Vacations!
Your role as a Club Counselor / Customer Service Representative involves aligning with our culture and driving company success by performing tasks to the highest standards.
• Efficiently coordinate and promote membership programs and Affiliated Resort ownership. Answer inbound calls from members and owners, providing effective assistance.
• Answer inbound telephone calls from members and owners and effectively answer inquiries and educate member regarding all program options and benefits using our Spirit of Service techniques.
• Confirm reservations at resorts and affiliates providing comprehensive information about the resort, unit amenities and mandatory alerts.
• Confirm Hotel Reservations with Points providing comprehensive information about the hotel applying numerous software applications during this process.
• Handle lower-level complaints and provide resolution using our Spirit of Service techniques and compensation tools provided.
• Initiate outbound telephone calls to members and owners to encourage usage of program, notification of weather alerts, and special programs or promotions.
• Generate curiosity about special services, i.e. owner referral and travel insurance, through offerings during telephone contact and promote web services when applicable.
• Work with internal customers to include membership support, portfolio services, maintenance fee services, owner referral when support is required in servicing a member.
• Transaction maintenance fee payments, loan payments, payoffs, and Club assessments for members and owners when applicable.
• Provide information regarding Rental Program and answer inquiries concerning status of rental agreement when applicable.
What are we looking for?
Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members! To fulfill this role optimally, you must possess the following minimum qualifications and experience:
• Minimum of one-year professional customer service experience.
• Must have computer literacy to include some knowledge of billing and accounting concepts.
• Actively engages in team meetings, offering valuable insights and demonstrating a proactive approach towards problem-solving.
• Passion for providing exceptional customer service.
• Must be detail oriented, self-motivated, and a problem solver.
• Excellent verbal communication skills.
• Associated degree or 1-year customer service experience
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• Three or more years of professional customer service experience preferred.
• Timeshare, travel or hotel front desk background preferred.
• Excellent computer literacy to include WF Management systems, Outlook, Word and Excel.
Why do Team Members Like Working for us:
• Our Mission and Values
• Internal growth opportunities
• We provide paid training.
• Consistent day-to-day responsibilities
• Being part of an industry leader in the hospitality field
• Day One benefit eligibility
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will provide reasonable accommodation for individuals with disabilities during the job application, interview, and essential job functions, as well as employment benefits and privileges. Please contact us to request accommodation.
• Daily Pay Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.
