There’s nothing more rewarding than creating lifelong memories, for yourself and for others. And that’s what you’ll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do.
As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we’re dedicated to recognizing, rewarding and supporting every achievement, however big or small. It’s all part of making incredible memories, together. Find your path in a career that really matters, where you’ll truly belong. Join our growing, innovation-driven team today.
The Supervisor, Reservations assists the Manager with oversight and leadership of the Reservations department, ensuring that guest expectations are met or exceeded during the reservation and confirmation processes. The Supervisor oversees the daily operations of the department, such as training, monitoring, coaching, and counseling the associates on their Team, as well as working with the supervisors and managers of other departments to achieve company goals and objectives.
Focuses on performance of Reservations Associates by focusing on best practices/procedures, behavioral competencies, and sales strategies.
Evaluates daily, weekly, monthly, and YTD trends of the department
Must have experience using Concierge
Trains, monitors, counsels, and motivates associates– including write ups, terminations, and annual performance appraisals
Conducts regular one-on-one sessions with each associate.
Assists Manager with development of additional training sessions and contests to improve departmental performance
Handles escalated guest concerns and ensures that follow up calls are completed to ensure quality service is provided
Monitors queues and dialer to ensure calls are being handled promptly
Reviews and assesses associate QA scores; completes monitors on team members on necessary
Provides guest service by taking queue calls as necessary
Reviews adherence throughout the day and make exceptions as necessary, as well as communicate call outs, leave earlies, and any schedule changes to Work Force Management
Benefits:
- Unlimited Income Potential: You will earn base pay + uncapped commissions!
- Paid training: You will earn as you learn to be a Hilton Grand Vacations specialist and brand ambassador.
- Career Growth: We believe in developing our current talent, we promote within.
- Fantastic benefits package: We offer Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!
- Work/Life Balance: You will receive generous paid-time off after 90 days of employment. Full time and part time opportunities are available. We are a highly philanthropic and socially responsible organization!
- Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!
Extraordinary People, Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team Members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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.
Skills Required
- Experience using Concierge
- Supervisory experience including training, coaching, counseling, write-ups, and terminations
- Experience monitoring call center queues and dialer systems
- Experience with Work Force Management processes and communicating schedule changes
- Experience conducting QA monitoring and reviewing associate QA scores
- Ability to handle escalated guest concerns and complete follow-up calls
- Sales coaching and performance management experience (focus on sales strategies and KPIs)
- Experience developing and delivering training sessions and department contests
What We Do
Hilton Grand Vacations is recognized as a leading,vacation ownership travel company located in Orlando.
