VIP Reservations Concierge Agent

Take inbound and outbound calls to confirm and welcome guests with upcoming VIP stays. Ensure outstanding customer service and guest support. Assist with date changes and respond to questions concerning their upcoming vacation.

Key Responsibilities:

* Provide complete and accurate information to guests on every telephone call, especially information about tour presentations, accommodations, premiums, and promotions.

* Handle situations with dissatisfied guests and offer resolutions.

* Adhere to specific program guidelines to ensure high customer care satisfaction.

* Upsell the guests on events and experiences with HGV

* Maintain an upbeat, positive and motivated demeanor especially when interacting with Hilton guests, coworkers, and managers.

* Use Excel and provided spreadsheets to accurately track tour data, NQ information, shuttle pickups, and premium issues.

* Assist management with special projects relating to customer service.

* Confirm a specific percentage of all leads for the following month.

* Ensure the privacy and security of confidential information about guests

* Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now

* Completes all required Company training/compliance courses as assigned.

* With training, obtain and maintain a thorough understanding about changes and/or enhancements to the Dialer and Booking platforms, and program details.

* Must become extremely well versed in the VIP product, including but not limited to; resort locations, features and services, benefits, available tools, website navigation, and marketing and sales promotions.

* Adheres to Company standards and maintains compliance with all policies and procedures.

* Performs other related duties as assigned.

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

* High School Diploma/GED
· Proficient with Microsoft Word, Excel and Outlook

* Excellent written and verbal communication skills with a strong sense of customer service

* Good organizational skills and detail-oriented