Concierge Team Member TEL-044

Welcome to Hilton Grand Vacations Company. We appreciate your interest in pursuing employment with one of the most respected companies in the hospitality industry. Hilton?s vacation ownership business is thriving, and we are ready to strengthen our team with dynamic staff members.



The company offers a comprehensive collection of employee benefits that include but are not limited to medical, dental, vision, 401K and team member travel program.



Hilton Grand Vacations Company is an Affirmative Action and Equal Opportunity Employer.



HILTON GRAND VACATIONS COMPANY

POSITION DESCRIPTION

 Position Title:  Concierge Representative

 

 

Department:  Telemarketing

 

Reports To: Concierge Supervisor

 

FLSA Designation: Non-Exempt

 

Date Written/Revised: 03/18/05

 

Requisition: TEL-044

 POSITION PURPOSE

Make confirmation calls to all future arrivals.  Answer calls from guests who have booked reservations to make date changes and respond to questions concerning their upcoming vacation. 

Welcome all guests the day of their arrival and do a follow up welcome call if any left over from the previous night.

 EXAMPLES OF DUTIES

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

?  Call all guests arriving within thirty days to confirm and assist them with any concierge needs such as restaurant reservations, golf tee times, attraction information, car rental and air fare information if needed. (Car rental and airfare, we only provide information of best rates at the time of guests travel)

?  Welcome the guests the day of arrival, helping with transportation to the tour if needed and making sure all parties required to tour attend as scheduled.

?  Assist guest with inquiries relating to the package they have already purchased and information regarding their upcoming vacation.

?  Provide complete and accurate information to guests on every telephone call.  Especially information about tour presentation, accommodations, premiums and promotions.

?  Handle situations with dissatisfied guests.

?  Assist management with special projects relating to customer service.

?  Ensure the privacy and security of confidential information about guests.

?  Under no circumstance is any concierge representative allowed to modify the confirmation status unless they have spoken live to the guest and added the proper notation in the system.

?  Must be available to take any inbound call for the entire shift with exception of assigned break times.

 Physical Job RequirementsMust be able to sit and work at a desk and on the phone for extended periods of time.Processing and analysis of paperwork requires visual observation.

 QUALIFICATION STANDARDSMinimum of two years Telemarketing experience preferably in a large call center environment.Timeshare/hospitality background preferred.Must be able to work a variable schedule, including evenings and weekends, based on call center needs.Must have excellent written and verbal communication skills.Enthusiastic, energetic and professional behavior.Must possess basic data entry and word processing skills.Understanding of RCC Reservation System a plus.

 

 

STANDARDS OF PRODUCTION:

Acceptable attendance includes being on time for your scheduled shift and staying until the end of your shift.  Must mark confirmed in the system on every guest spoken to and add detailed notes documenting when and who contact has been made with.Maintaining or exceeding budgeted net V.P.G.Achieving Monthly Planned Tour Flow. Must maintain a minimum monthly VPG of $2,400.1400 outbound/inbound calls per month.Confirm a specific percentage of all leads for the next month.

 

EOE/AA