Owner Pre Arrival Calling AgentHilton

As an Owner Pre-Arrival Calling Agent with Hilton Grand Vacations you will be responsible for booking qualified tours to guests and owners with reservations at the Hilton Grand Vacations and Hilton Hawaiian Village which will produce potential revenue. Call Agents will book tours via both inbound and outbound phone calls.

What will I be doing?

• Proactively calls all eligible guests staying at Hilton Grand Vacations who are guests and owners of HGVC and HHV to preview Hilton Grand Vacations property through direct booking of tours prior to the guests arrival
• Makes required number of outbound phone calls per day to meet production requirements by executing on all inbound and outbound guest calls at the start of each work shift
• Reviews production reports and notifies manager in writing of any challenges within the month the tour shows or package is sold
• Sells local tours and activities while providing concierge services
• Follows gifting list procedures to ensure costs are met monthly
• Completes required paperwork accurately and completely for each tour with TC, including guest information for wake up and tour confirmation calls
• Dispositions all lead calls in a timely manner
• Calls TC throughout the day to check availability as to not overbook a wave
• Provides guests in booking hotel services (spa, golf, dining) including directing guests to Guest Services for specific information
• Distributes only Hilton Grand Vacations authorized information, collateral and materials
• Notifies manager of any shortages in collateral in a timely manner
• Maintains location-operating standards
• Contacts management with any guest issues
• Complies with all reasonable requests put forth by management

Basic Qualifications

* Professional verbal, interpersonal, guest relations, and etiquette skills in person, via email and on the telephone.* Minimum one year of proven customer service experience required.* Demonstrate excellent communication skills and interpersonal skills.* Basic reading, writing and arithmetic skills required. High school diploma or equivalent.* Thorough understanding of the local area including local restaurants, sightseeing locations, directions, and optional tours. * Ability to handle multiple tasks and balance priorities.* Computer literate with the ability to learn customer service software applications.* Be able to work in a timely manner, critically think and work in a team environment is essential* Must be able to work all days and shifts as assigned, including weekends and holidays.

Preferred Qualifications

• Bilingual fluency (speaking, reading and writing) in professional Japanese/Korean and English
• Timeshare experience
• Call Center experience

EOE/AA/Disabled/Veterans