Guest Services Coordinator - Remote

Hilton Grand Vacations•Las Vegas, NV

2d•Remote

About The Position

The Guest Services Coordinator provides service to internal and external customers and supports the Sales and Marketing departments by handling policies and qualifications and assigning agents to guests for Hilton Grand Vacations vacation ownership sales presentations. The role works remotely and supports virtual tours, ensuring guests can access the tour platform and are connected with a salesperson.

Requirements

High school diploma or equivalent experience.
Ability to work a flexible schedule that includes evenings, weekends, and holidays; hours of operation are in the Pacific time zone.
Must reside in the United States.
Previous customer service experience.
Strong verbal and written communication skills.
Strong technical capacity to balance multiple systems and windows at a time.
Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and Teams.
Self-motivated, with strong time-management skills and the ability to work independently in a remote work-from-home setting.

Nice To Haves

Residence in Hawaii, Arizona, Nevada, Utah, or Texas is preferred.
Timeshare or hospitality experience is preferred but not required.

Responsibilities

Acquire Sales personnel attendance each morning for tour assignment purposes.
Prepare and maintain the daily sales rotation, making accurate adjustments in accordance with tour rules and preserving tour integrity.
Verify guest tour qualifications using multiple sources before assigning tours to Sales personnel.
Contact guests at their scheduled tour time and assist with technical setup for virtual tours, including confirming receipt of the tour email, platform login, and camera functionality.
Interact professionally with guests, update the tour, identify the next available salesperson, confirm the sales connection, and make a warm transfer to begin the tour.
Work with management to identify, research, and address issues involving guests, schedules, gifting, and tour modifications.
Follow required scripts when greeting guests and guiding them through tour setup while providing high-quality customer service and hospitality.
Enter information in the system accurately and promptly and ensure the virtual front desk is continuously covered.
Verify computer input for accuracy and timeliness and ensure required reporting, including exception information, is distributed on time.
Attend required team meetings and training sessions on camera.
Participate in skills assessments for training.
Perform other duties as assigned.