Hotel Reservations Specialist
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Job Description
Hotel reservations specialist supporting Hilton Grand Vacations guests with bookings, payments, and service. Handling calls and emails while recommending resorts and resolving vacation issues.
Responsibilities:
- Handle a high number of inbound and outbound calls and emails from hotel guests
- Process reservation and payment transactions in the reservations system and other platforms accurately
- Provide accurate information about Hilton Grand Vacations properties, products, and services
- Proactively offer resort recommendations to improve guests' vacation experience
- Follow customer information and data security processes
- Respond to guest emails and callback requests within established response time standards
- Research and resolve issues and complaints, escalating to a Supervisor when needed
- Follow up to ensure timely resolution
- Meet Quality Assurance standards and accept ongoing feedback and mentoring
- Participate in departmental and company training programs and educational opportunities
- Report issues with computer, reservations, phone, and other systems to a Supervisor
- Follow call attendance protocols and manage time to achieve productivity and efficiency
- Complete required company training and compliance courses
- Reflect Hilton Grand Vacations Values
- Perform other related duties as assigned
Requirements:
- High School Graduate
- Outstanding written, listening, and verbal communication skills
- Ability to access, read, and accurately input data in a moderately complex computer system
- Ability to make accurate mathematical calculations using a 10-key calculator
- Ability to effectively prioritize various tasks and adapt to change within a fast-paced business environment
- Ability to retain knowledge related to essential job functions and effectively apply reference tools
- Ability to handle and diffuse problem situations with courtesy, empathy, and a focus on finding solutions
- Ability to apply analytical and decision-making skills to present options and resolve problems in various situations
- Ability to switch between multiple systems and software programs to complete all work processes
- Ability to address customer objections through persuasion and offering a range of alternatives
- Positive, professional attitude and friendly, customer-focused demeanor
- Computer proficiency in Microsoft Word, Excel, and Outlook
- Excellent customer service skills
- Proficient in time management and able to coordinate and prioritize multiple priorities
- Ability to take initiative and effectively adapt to changes
- Ability to interpret and build spreadsheets
- Able to use good judgment and work independently with minimal supervision
- Strong analytical and problem-solving skills
- Basic math skills
- Ability to consistently demonstrate the HGV Focus Model
Benefits:
- Driven base pay plus monthly performance incentives
- Get your earned pay any time before payday through DailyPay*
- Medical, Dental, and Vision benefits starting on Day One
- Generous Vacation Time Off Program and Paid Sick Time
- GO Hilton Discounted hotel rates worldwide
- Tuition reimbursement programs
- Recognition Programs and Rewards
- Internal Growth and Career Pathing
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