Assist. Manager, Sales & Marketing Guest Service - Remote

Assistant Manager, Sales & Marketing Guest Service

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 the 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.

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• 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, , IN, KS, MI, MO, NV, NJ, NM, NY, NC, SC, TN, UT, VA, WN)

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous phone or timeshare experience
• Years of experience 1-3

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.