Experience Verification Agent

Hilton Grand Vacations•Orlando, FL

About The Position

As an Experience Verification Coordinator at Hilton Grand Vacations, you will play a critical role in ensuring accuracy and compliance across all tours. Your mission is to verify and confirm that every tour is properly accounted for and coded, maximizing our pipeline and maintaining consistency across all sites. You will also manage fee collections for no-shows and rack rates, conduct discovery calls, and provide exceptional guest support to uphold. What will it be like to be a Team Member? At Hilton Grand Vacations, we put people first—starting with our customers and extending to our Team Members. We empower you to take ownership, deliver excellence, and grow your career while helping guests create unforgettable vacation experiences. With world-class properties, unparalleled benefits, and a culture built on inspired ownership, every day is an opportunity to make a grand impact. Why do Team Members Like Working for us? Driven hourly pay plus bonuses Get your earned pay any time before payday through DailyPay Medical, Dental, and Vision benefits starting on Day One! Generous Vacation Time Off Program Paid Sick Time GO Hilton Discounted hotel rates worldwide 401(k) program with company match Employee stock purchase program - purchase shares at a discounted rate Tuition and certification reimbursement programs Recognition Programs and Rewards Internal Growth and Career Pathing And Much More!

Requirements

Excellent written and communication skills
Ability to deal with multiple tasks and work independently
Ability to maintain a calm, professional, and cheerful demeanor.
Good computer skills
Good problem solving skills
Good listening skills
Ability to work in a team environment and interact with all level of team members within the organization.
Knowledge of Voice preferred.

Responsibilities

Maintain a positive, professional demeanor when interacting with guests and team members.
Conduct discovery and collection calls using approved scripts.
Review daily tour reports and verify accuracy of guest information.
Collect fees for no-shows and rack rates promptly and professionally.
Provide feedback to management regarding qualification issues or misrepresentation.
Ensure guests receive accurate information about packages, tours, and accommodations.
Handle inquiries and resolve guest concerns with empathy and efficiency.