Guest Services Coordinator

Hilton Grand Vacations•Las Vegas, NV

1d•Remote

About The Position

The Guest Services Coordinator provides excellent service to internal and external customers while supporting the Sales and Marketing departments. The role handles policies and qualifications and assigns agents to guests for Hilton Grand Vacations vacation ownership sales presentations. It supports virtual tours by verifying guest qualifications, helping guests prepare for their tour, coordinating the sales connection, and maintaining accurate scheduling and reporting. This is a remote, work-from-home role for someone residing in the United States. The Sales Gallery operates six days per week. Team Members work varying shifts between 6:45 a.m. and 6:30 p.m. Pacific Time. The role requires schedule flexibility, including evenings, weekends, and holidays, as well as attendance at required meetings and training sessions on camera.

Requirements

High school diploma or equivalent experience.
Ability to work a flexible schedule, including evenings, weekends, and holidays.
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 simultaneously.
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

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

Responsibilities

Acquire Sales personnel attendance each morning for tour assignment purposes.
Prepare and maintain the daily sales rotation, making accurate adjustments in accordance with strict tour rules that preserve tour integrity.
Use multiple sources to verify guests’ tour qualifications before assigning tours to Sales personnel.
Contact guests at their scheduled tour time and guide them through the technical setup for their virtual tour.
Verify that guests receive their tour email, can log in to the tour platform, and have a working camera.
Interact professionally with guests, update tour information, identify the next available salesperson, confirm the sales connection, and make a warm transfer to begin the tour session.
Work with management to identify, research, and address issues involving guests, schedules, gifting, and tour modifications.
Follow required scripts when greeting guests and walking them through tour setup while providing warm, high-quality customer service.
Enter information into the system accurately and promptly and ensure the virtual front desk is always covered.
Verify computer inputs for accuracy and timeliness.
Ensure required reports are received and distributed on time, including reporting exceptions.
Attend required team meetings and training sessions on camera and participate in required training skills assessments.
Perform other duties as assigned.