Ensemble, tout est possible.
Échappez à l’ordinaire! C’est le moment idéal pour rejoindre notre équipe en plein essor et une entreprise chef de file dans l’industrie des vacances!
The position is expected to contribute to the success of HGV business by approaching the tasks stated below with a high standard, work on optimizing performance and improving the operation of the team while maintaining the brand value based on H.I.L.T.O.N values, maximize the Show-Up rate of timeshare sales presentation by increasing the customer engagement for VIP and Package holders. As a part of Direct Marketing team, focus on optimizing sales & marketing performance and improving operations.
Job Purpose/Mandate
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Manage VIP for Japanese and Korean (Vacation Introductory Program) activation, tour booking, fulfillment operation
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Manage Japan/Hawaii/Korea package activation, tour booking, fulfillment operation
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Manager tour reschedules and cancellations
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Handle general inquiries from guests and owners
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Work with Orland and Hawaii teams to manage resort and hotel inventories
Team Management
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Support to achieve goals for individuals, Activation team and overall Direct Marketing
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Predict workload and control the appropriate staffing and work schedule
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Conduct call monitoring, coaching, Off-JT and OJT to agents
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Create and update tools such as process manuals and talk scripts
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Answer questions from the agents and provide the right guidance and feedback
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Handle complaints and deal with call escalation as needed
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Motivate and encourage agents through positive communication and feedback
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Execute action plan and manage KPIs
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Manage agents and team schedules
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Create and update tools such as WEB form, communication letter, etc., aligning with related departments
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Identify and report process issues/opportunities to Manager appropriately
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Other duties requested by Management members
Typical KPIs to focus on (subject to change depending on business situation)
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Hawaii tour Booking
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Customer service level (% Ans Calls, % Abandoned Calls, talk time, etc)
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Show-up rate
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No-show rate
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Cancel rate
Cancel rate
| Please list the specific qualifications, years of experience, knowledge, skills and abilities needed for this position |
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| Education | Associate’s Degree/College Diploma/Cepeg | Same |
| License/ Certificates |
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| Years of related experience | 3-5 | 5-7 |
| Years of management or supervisory experience | 1 | 2+ |
| Management or supervisory experience type | Supervisory | Supervisory |
| Add’l requirements (i.e. % of travel, etc.) |
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Des avantages sociaux qui favorisent la santé et le bien-être financier des membres de l’équipe.
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Des rabais sur les voyages et les hôtels pour les membres de l’équipe, leur famille et leurs amis.
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Un équilibre sain entre vie professionnelle et vie privée avec congés pour des motifs personnels et horaires souples.
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Activités pour membres de l’équipe qui renforcent la camaraderie grâce à des activités amusantes.
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Une culture ouverte d’esprit engagée envers la diversité et l’inclusion.
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Des incitatifs pour les membres de l’équipe qui font preuve d’excellence chaque jour.
