Marketing Guest Experience Representative

Hilton Grand Vacations•Celebration, FL

About The Position

The Marketing Guest Experience Representative provides full marketing support to the operation, including administrative support, program assistance, event coordination, and departmental reporting. The role supports guests during their stay and helps create memorable vacation experiences through guest check-in, information, coordination, and customer service. The position works with front desk, housekeeping, and maintenance teams, and supports the In-House Marketing program.

Requirements

High school diploma or GED.
Able to work flexible schedules, including mornings, evenings, weekends, and holidays.
Proficient with Microsoft Word, Excel, and Outlook.
Excellent written and verbal communication skills, with a strong sense of customer service.
Good organizational skills and attention to detail.

Nice To Haves

Previous vacation ownership and guest relations experience.

Responsibilities

Prepare and submit all room block assignments.
Communicate with front desk, housekeeping, and maintenance about room status and assignment changes.
Order and track marketing collateral for the site’s operation.
Check in guests according to front desk standards and procedures, including collecting credit card information, assigning keys and parking passes, gathering additional guest information, and obtaining signed forms.
Provide guests with resort or area information when the agent is occupied with room checks or another client.
Assist with event information and forms requiring signatures.
Provide and update the master list with tour status and room information.
Prepare the arrivals report for In-House Marketing.
Attend meetings regarding the program.
Perform marketing guest recovery, including preparing and delivering guest appeasements and making guest calls.
Provide outstanding customer service.
Maintain the highest standards of integrity when interacting with team members, management, owners, members, and prospects.