Marketing Guest Experience Representative

Hilton Grand Vacations•Orlando, FL

About The Position

The Marketing Guest Experience Representative provides marketing support to the operation, including administrative support, program assistance, event coordination, and departmental reporting. The role helps create memorable vacation experiences by coordinating guest room assignments and status, checking guests in, sharing resort and area information, supporting events, and providing guest recovery. It also supports the marketing program through collateral tracking, tour-status updates, and arrivals reporting. The representative delivers outstanding customer service and maintains integrity in interactions with team members, management, owners, members, and prospects. The role also involves championing the Hilton Grand Vacations brand and inviting qualified guests to learn about ownership opportunities, helping prospective Club Members understand the vacation destinations and amenities available to them.

Requirements

High school diploma or GED.
Ability to work flexible schedules, including mornings, evenings, weekends, and holidays.
Proficiency with Microsoft Word, Excel, and Outlook.
Excellent written and verbal communication skills and 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 moves.
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 required signatures.
Provide guests with resort or area information when the agent is occupied with room checks or another client.
Assist with event information and forms that require 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.
Invite qualified guests to learn more about ownership opportunities and help introduce prospective Club Members to the brand.