Together, We Can.
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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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.
List Japan Specific Holidays/Vacations
- Two days off per week (Japan only)
- An average of 124 days off each year (Japan only)
- Observance of national holidays
- Paid vacation time and sick leave
