Marketing Concierge

Hilton Grand Vacations•Peoria, AZ

About The Position

The Marketing Concierge generates leads and books qualified timeshare sales presentations for prospective Hilton Grand Vacations Owners, Club Members, and other qualified customers. The role also provides customer and concierge services to guests while projecting a professional company image. The position involves contacting guests before arrival, confirming tour appointments, completing tour paperwork, managing tour availability, and ensuring guests meet eligibility requirements for gifts or are offered a courtesy tour. The Marketing Concierge follows gifting procedures, provides location-related information and service to resort guests and visitors, distributes only HGV-authorized materials, maintains operating standards, and refers guest issues to appropriate management. The role includes carrying out other reasonable requests from management that the employee is capable of performing. The work schedule is flexible and includes weekends and holidays. Eligibility is limited to U.S. hourly Team Members who are not represented by a labor organization or subject to a collective bargaining agreement.

Requirements

At least one year of customer service experience.
At least six months of proven success in a sales and/or marketing role within the timeshare industry.
Computer proficiency and the ability to learn and efficiently operate multiple customer service software applications.
Professional verbal, interpersonal, guest relations, and etiquette skills in person, in writing, and on the telephone.
Proficiency in English, including speaking, reading, and writing.

Nice To Haves

At least two years of experience selling and booking tours, activities, or concierge services.
At least one year of experience in the timeshare industry with a track record of success in sales and/or marketing.

Responsibilities

Conduct pre-arrival calls to owners, renters, and exchangers.
Confirm guest appointments to ensure tour reservations and improve the show rate.
Complete required paperwork accurately and completely for each tour.
Check availability to avoid overbooking tour waves.
Ensure guests meet minimum eligibility requirements for gifts or promote a courtesy tour.
Follow gifting procedures to ensure monthly costs are met.
Provide location-related guest service to resort guests and visitors, including directing guests to resort services for assistance or information.
Distribute only HGV-authorized information, collateral, and materials.
Maintain location operating standards.
Carry out other reasonable requests from management that the employee is capable of performing.
Contact appropriate management about guest issues.