Together, We Can.
An Assistant Manager, Sales & Marketing Guest Service ensures the smooth flow of tours to the Direct Sales virtual teams and the integrity of guest/tour information. They are responsible for the handling of reports for team members, and they assist with the daily tasks of the Guest Coordinators. They set performance standards for Guest Coordinators and hold them accountable for their overall performance.
- Adheres to protocol standards as established by Hilton Grand Vacations Club and the department Manager
- Assists internal customers (Marketing Representatives, Sales Executives and management) and external guests by phone
- Performs all duties of a Guest Service Front Desk agent and provides daily leadership support to th entire team
- Provides current and accurate lead and tour data by conducting daily, weekly, and monthly maintenance of tour data. This is done to ensure the integrity and usefulness of the data.
- Continually monitors Tour Multi-Analysis reports under different sets of breakdowns to ensure data integrity
- Monitors data for inconsistencies/discrepancies in coding and reports it to the appropriate manager
- Presents ideas for process improvements with the manager
- Performs all duties of a Manager-on-Duty when the Manager is unavailable
- Updates, maintains and provides new hire and ongoing training for Guest Service Front Desk in all approved and required systems, tour rules, coding, marketing promotions, reporting and tour data accuracy
- Assists with scheduling Guest Service Front Desk
- Conducts one-on-one training on a routine basis with new and current team members to ensure that data is as accurate as possible upon initial entry, with a focus on the prevention of errors
- Ensures proper phone etiquette and customer service is of the highest standards
- Ensures the number of slots in each wave/line is adjusted to the number of Sales Executives scheduled to work
- Creates and updates procedures to ensure the smooth flow of operations within the department
- Creates & prints assigned reports in a timely manner and improves reports whenever possible
- Must know all tour/marketing coding and Front Desk processes
- Performs any reasonable request by management that supports the department’s mission and goals
- Must be available to work weekends and evenings as required per business needs.
- Responsible for accounting true-up for any gifting discrepancies.
- Must be able to provide professional customer service over the phone
- Ability to talk, read, and comprehend English
- Moderate proficiency in Microsoft Word, Excel and Outlook
- Moderate skills in working with multiple programs and screens
- Intermediate oral and written communication skills
- Strong organizational skills to manage multiple duties in a fast-paced work environment
- Good interpersonal skills
- Must reside in a state where HGV has approved Work from Home (AL, AZ, FL, GA, HI, ID, IN, KS, MI, MO, NV, NJ, NM, NY, NC, SC, TN, UT, VA, WN)
- Previous phone or timeshare experience
- Years of experience 1-3
Why do Team Members Like Working for us!
HGV is now offering first day benefits to new employees!
- Excellent earnings package and uncapped commissions.
- Outstanding health care options (medical, dental, and vision that encourage preventative care).
- Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation.
- All new Team Members are automatically enrolled in the HGV Retirement Savings Plan.
- Employee Discount Program – HiltonGO – stay at Hilton Hotels for as low as $40 per night! Also qualify for Friends & Family discounts for your loved ones!
- And so much more!
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
