Specialist Hotel Reservations

Reservations Specialists are responsible for providing exceptional customer service to hotel guests through phone and email interactions, processing various reservation and payment transactions, and providing general information and assistance to maximize guest enjoyment of their HGV vacation experience.

Why Team Members Love Working Here?

• 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

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, perform crucial job functions, and receive other benefits and privileges of employment.

Job Responsibilities

• Handle a high number of inbound and outbound calls and emails from hotel guests. Process different transactions in the reservations system and other platforms accurately and carefully.
• Provide accurate and comprehensive information about Hilton Grand Vacations properties, products, and services, proactively offering resort recommendations to improve guests’ vacation experience.
• Maintain knowledge of and strictly follow customer information and data security processes.
• Respond to hotel guest emails and requests for callbacks within established response time standards.
• Take personal ownership to resolve issues and complaints by thoroughly researching the problem and identifying solution options. Raise the matter to a Supervisor when needed and follow up to ensure timely resolution.
• Embrace all Quality Assurance standards, willingly accepting ongoing feedback and mentoring to meet established standards.
• Participate actively in departmental and company training programs and educational opportunities to expand job knowledge and skill development.
• Notify Supervisor without delay regarding any issues with computer equipment, reservations system, phone system, and other systems to maintain high levels of efficiency and productivity.
• Observe call attendance protocols and handle time wisely to achieve the highest levels of productivity and efficiency.
• Complete all required company training and compliance courses as assigned.
• Reflect the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Collaboration, Responsibility, and Now.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities

To fulfill this role successfully, you should possess the following qualifications, knowledge, skills, abilities, and experience:

• 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.
• Possesses a positive, professional attitude and friendly, customer-focused demeanor.
• Computer proficiency in Microsoft Word, Excel, and Outlook.
• Excellent customer service skills.
• Proficient in time management; the ability to coordinate and prioritize multiple priorities.
• Ability to take initiative and effectively adapt to changes.
• Recognizes an emergency situation and takes appropriate action.
• Able to establish and maintain a cooperative working relationship.
• Ability to interpret and build spreadsheets.
• Able to use good judgment; work independently, with minimal supervision.
• Strong analytical and problem-solving skills.
• Able to handle a range of responsibilities, frequently shifting from one assignment to another of a distinct kind, with approaching deadlines and/or set timeframes.
• Basic math skills.
• Ability to consistently demonstrate the HGV Focus Model to provide a structured approach to skill development and growth.