IRM Group Specialist, HVO

Position Summary

The HVO IRM Group Specialist is responsible for executing all Group Sales opportunities for Hyatt Vacation Club. This role manages the entire sales process from lead response to contract execution, focusing on maximizing Group Sales opportunities and revenue, building long-term customer relationships, and contributing to the overall success of rental sales. Key responsibilities include timely follow-up to lead sources, execution of contracts, and booking accommodations. Additionally, the Group Specialist acts as a liaison to Resort Operations to ensure logistics are established, secured, and effectively communicated, ensuring a seamless customer experience.

Expected Contributions

• Serve as the primary contact for all group inquiries.
• Respond promptly and professionally to lead requests and send correspondence to non-qualified leads.
• Track and manage all leads and their statuses across various channels (e.g., phone, email).
• Acquire and maintain advanced knowledge of all Inventory & Revenue Management systems and processes related to groups.
• Thoroughly understand sales strategies, rental inventory, booking windows, resorts with meeting spaces, and ancillary opportunities.
• Stay updated on all resort-specific information, including villa configurations, refurbishments, meeting space layouts, resort experiences, and food and beverage offerings, ensuring a comprehensive knowledge base.
• Act as a liaison with internal business partners for all Food and Beverage, Ancillary (e.g., spa, golf), and meeting space needs to ensure customer satisfaction.
• Prepare sales-related documents throughout the sales process (e.g., proposals, contracts, credit card authorizations, etc.).
• Possesses a working knowledge of contractual agreements and legal implications, ensuring compliance with company policies and timely completion of contracts.
• Develop and maintain professional business relationships with clients and guests to support sales efforts.
• Own and manage all activities associated with booking group lists, including the allocation of inventory into applicable systems (e.g., TimeShareWare Group module, iHotelier Groups module, Reserve, RMT Groups).
• Monitor and maintain the balance of group inventory in the software system to ensure accurate villa allocation.
• Ensure all updated information and cancellations are accurately reflected in the systems.
• Act as the primary liaison to the Front Office, communicating relevant information, answering questions regarding group sales resumes, and proactively sharing new or updated information to ensure a seamless check-in/check-out process.
• Partner with the Centralized Accounting Services group to create group master accounts and ensure billing accounts are built and charged appropriately.
• Provide required reports, including but not limited to Group Pace and the total number of contracts to be serviced over a rolling 12-month period.
• Track group sales actualized pick-up after events and record information in the appropriate group account file for reporting and analysis.
• Share knowledge with peers to positively impact overall departmental results, including conducting training, job shadowing, and sharing best practices.
• Undertake other projects and business development activities as directed by management.

Operational Support and Policies

• Maintain documented resources and reports.
• Support business results by identifying process enhancements, raising engagement levels, and contributing positively to team culture.
• Maintain confidentiality and protect the privacy and security of customers and co-workers.
• Follow company policies and procedures, proactively researching and resolving inventory management issues.
• Protect company assets and perform other duties as requested.

Communication and Collaboration

• Discuss work topics and problems with discretion.
• Ensure ongoing communication to create awareness of business objectives and expectations.
• Compose routine correspondence and reports.
• Effectively communicate Inventory & Revenue Management strategies to property staff and stakeholders.
• Treat all employees and customers with dignity and respect, promoting teamwork.
• Handle sensitive issues with tact and confidentiality.
• Represent IRM cross-functionally and participate in community service events.

Documentation and Office Equipment

• Use computer systems and software to input, access, and modify information.
• Utilize Excel, Word, Outlook, and other Microsoft applications.
• Operate and maintain standard office equipment, ensuring proper function and contacting service representatives as needed.
• Maintain office areas and comply with quality assurance standards.

Candidate Profile

Education / Experience:

• High school diploma or equivalent required.
• Four-year college degree preferred.
• Minimum of two (2) years related work experience.

Skills & Attributes

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Initiative
• Stress Tolerance
• Adaptability/Flexibility

Interpersonal Skills

• Teamwork
• Leadership
• Customer Service Orientation
• Diversity Relations

Communications

• Telephone Etiquette Skills
• English Language Proficiency
• Communication
• Writing
• Listening
• Applied Reading

Organization

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and organizing
• Analytical Skills
• Computer Skills
• Learning
• General Administration
• Typing
• Filing

Computer Software

• Moderate proficiency with Microsoft Office applications
• Revenue Management systems preferred 

Hourly Pay Range $22-$23

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.