Guest Services Phone Operator (PBX)

WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*

At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.

Here’s why you will love it here:

• Recognition Programs and Rewards
• Excellent health care options, including medical, dental, and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports your physical and mental well-being.
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• And more!

What Will I be Doing?

The PBX Operator is responsible for incoming/outgoing calls and handling any questions or requests brought forth. Provides professional hospitality and information to all guests, owners and team members. Displays excellent knowledge of the product, operating systems, property and overall company. Often serving as a primary communications point for Guest Services; setting the tone for the overall competency of the property and organization to any caller. Maintaining a firm commitment and dedication to culture and Hilton values always maintaining this behavior towards our guests and team members.

You are responsible for driving company success through performing the following tasks to the highest standards:

• Responds to all incoming/outgoing calls promptly and with utmost courtesy, assisting guest or owners needs and requests in alignment with Hilton Grand Vacation Club Standards.
• Follow up on all calls by using the appropriate operating systems or any other business-related items to complete guest/owner request. To include but not limited to; Tally, Kipsu/text messages, Synergy-Guest Work Order/Requests, vendor requests and Clarity/PMS updates for the operation, as needed.
• Ensure Quality Assurance Standards are followed and meet by using proper telephone etiquette and approved scripts on all calls.
• Effectively communicate with Housekeeping, Engineering, Security, F&B, Activities, and any other department as needed, via telephone, e-mail, radio or in-person to ensure guest/owners/Team Member requests are completed.
• Take ownership of all PBX calls, making all efforts to provide direct solutions/answers for guest and owners, transferring only when necessary. Ensure there is someone awaiting all call transfers for exceptional guest experience.
• Be an expert on the property from room types, reservations, owner/guest types, operating systems, amenities, hours of operations and more.
• Assists guests with computing billing charges, assist in collecting payments, and guest service recovery as needed.
• Ensure that all work emails and messages are reviewed and answered in a timely manner.
• Assist with express check-in forms and help at the front desk when needed.
• Complete projects as assigned by management in addition to projects identified by their own proactivity.
• Perform to yearly, quarterly & monthly goals set forth by management.
• Provide assistance and support to owners & Team Members, maintaining a positive and professional working environment.
• Flexibility with schedule to cover shifts when needed.
• Completes all required Company trainings and compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.