Essential Job Functions:

· Collaborates with other CS Trainers and Sales Services leadership to develop and maintain training plans for all CS training needs. Documents and distributes new training plans, where needed, and maintains the documentation of existing plans to ensure that training practices are current and effective. Training plans may include training schedules/timeframes and milestones; training approaches; training materials; training environments and formats; methods for evaluating training effectiveness; and the cadence, content, participants, etc. for ongoing training. Conducts all training according to documented training plans. · Identifies all training materials and other resources needed to execute training plans. Creates or procures those resources and maintains adequate resource inventory for future training needs. · Provides in-person training for new hire training, advanced training (i.e., upgrades, general line training, etc.), remedial training, training on new systems and/or processes, and other training as needed. · If there is a need to conduct virtual/remote training, the CS Trainer and all trainees will appear on camera while that training is conducted. · Devises reliable, accurate methods of evaluating training effectiveness, and continually analyzes and documents training effectiveness. Using this analysis, identifies potential training plan enhancements aimed at improving training effectiveness, and collaborates with other CS Trainers and Sales Services leadership to implement those enhancements. · Determines appropriate methods of certifying trainees to ensure that training goals for each training participant have been reached for each planned training exercise (direct observation, testing, etc.). Certifies trainees according to these methods at the conclusion of all planned training exercises and maintain documentation of all certifications. · Participates in planned training exercises led by other CS Trainers to ensure that training is being provided across all regions in a consistent, cohesive manner. Collaborates with other CS Trainers and Sales Services leadership to resolve any identified training discrepancies. · Maintains scheduling flexibility to provide training in other time zones as needed. · Maintains regular communications with CS leadership to ensure that training is effective, stays current on business changes, and identifies emerging training needs for existing team members. Creates and executes new training plans or modifies existing plans based on these regular communications with CS leadership. · Stays current on all business, system, process, and policy changes related to CS and ensures that all training plans and materials are accurate and that they reflect the most recent changes. · Maintains thorough and accurate training records and provides reporting of various training metrics as requested by Sales Services leadership. · As needed, provides direct operational support to the CS team, including, but not limited to, answering VHUB calls, processing contracts, providing team support, back-office/administrative tasks, special projects, participating in User Acceptance Testing of various system and/or process changes, etc. · Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and 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.