Assist. Manager, Sales & Marketing Guest Service - Remote

Hilton Grand Vacations is a leading vacation ownership company dedicated to helping Owners and Guests create memorable vacations. The Assistant Manager, Sales & Marketing Guest Service ensures the smooth flow of tours to the Direct Sales virtual teams and maintains the integrity of guest information, while setting performance standards for Guest Coordinators.

Responsibilities:

• 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

Requirements:

• 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