Guest Services Phone Operator

Hilton Grand Vacations • Williamsburg, VA

13h • $15 - $17 • Onsite

About The Position

Hilton Grand Vacations (HGV) is a leader in the vacation ownership industry, dedicated to innovation, quality, and growth. HGV values its team members and aims to help them reach their goals and build their future. The PBX Operator is responsible for handling incoming and outgoing calls, addressing guest, owner, and team member inquiries and requests with professionalism and excellent product knowledge. This role often serves as the primary communication point for Guest Services, setting the tone for the property and organization. A strong commitment to Hilton values and culture is expected in all interactions.

Requirements

• Proficiency reading, writing and speaking in English.
• Projects a cheerful and friendly tone of voice using detailed enunciation and transparency in speaking.
• Understands switchboard procedures and demonstrates ability to operate system with minimal complaints.
• Demonstrates precision in service quality standards that affect guest happiness, responding to guests in a timely and professional manner.
• Able to work a flexible work schedule including night, weekends and holidays.
• Previous experience working in the hospitality industry

Responsibilities

• Responds to all incoming/outgoing calls promptly and with utmost courtesy, assisting guest or owners needs and requests in alignment with Hilton Grand Vacation Club Standards.
• Follow up on all calls by using the appropriate operating systems or any other business-related items to complete guest/owner request. To include but not limited to; Tally, Kipsu/text messages, Synergy-Guest Work Order/Requests, vendor requests and Clarity/PMS updates for the operation, as needed.
• Ensure Quality Assurance Standards are followed and meet by using proper telephone etiquette and approved scripts on all calls.
• Effectively communicate with Housekeeping, Engineering, Security, F&B, Activities, and any other department as needed, via telephone, e-mail, radio or in-person to ensure guest/owners/Team Member requests are completed.
• Take ownership of all PBX calls, making all efforts to provide direct solutions/answers for guest and owners, transferring only when necessary. Ensure there is someone awaiting all call transfers for exceptional guest experience.
• Be an expert on the property from room types, reservations, owner/guest types, operating systems, amenities, hours of operations and more.
• Assists guests with computing billing charges, assist in collecting payments, and guest service recovery as needed.
• Ensure that all work emails and messages are reviewed and answered in a timely manner.
• Assist with express check-in forms and help at the front desk when needed.
• Complete projects as assigned by management in addition to projects identified by their own proactivity.
• Perform to yearly, quarterly & monthly goals set forth by management.
• Provide assistance and support to owners & Team Members, maintaining a positive and professional working environment.
• Flexibility with schedule to cover shifts when needed.
• Completes all required Company trainings and compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Benefits

• Day 1 Health Benefits Eligibility: Excellent health care options, including medical, dental, and vision
• Recognition Programs and Rewards
• Travel Discounts Program
• Outstanding Paid Vacation Program and Paid Sick Days
• Employee Assistance Program that supports your physical and mental wellbeing
• 401(k) program with company match
• Tuition reimbursement programs
• Employee Stock purchase program
• Numerous learning and advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed