Marketing Representative, Pre Arrival
About The Position
As a Marketing Representative Pre‑Arrival Calling Agent with Hilton Grand Vacations, you’ll be the friendly voice that sets the tone for an amazing stay! You’ll deliver outstanding guest service while proactively connecting with Owners and guests before they arrive to book qualified resort preview/timeshare tour appointments. In this role, you’ll blend outbound outreach with concierge-style vacation planning—recommending local tours and activities, promoting approved events, and creating a seamless, brand-forward pre‑arrival experience. Can you turn a quick call into genuine excitement for a guest’s upcoming trip? If you love building rapport and making every interaction feel personal, you’ll thrive here!
Requirements
- Excellent verbal and written communication skills.
- Strong interpersonal guest relations and etiquette skills; ability to build rapport and deliver a professional, service-focused experience.
- Minimum 1 year of customer service experience (hospitality, retail, call center, or similar customer-facing environment).
- Thorough understanding of the local area, including restaurants, sightseeing, locations, directions, and optional tours/activities.
- Demonstrated ability to multitask, balance priorities, and work effectively in a fast-paced environment.
- Ability to work independently, apply critical thinking, and collaborate successfully in a team setting.
- Computer literate with the ability to learn customer service software applications and tools.
- Schedule Flexibility: must be able to work all days and shifts, including weekends and holidays
- High School Diploma/GED
Nice To Haves
- Previous sales-related call center experience and/or timeshare experience.
- Previous tours and activities sales experience and/or concierge service experience.
- Previous knowledge of Salesforce applications (or similar CRM experience).
Responsibilities
- Contact Owners and guests through multiple touchpoints (outbound calls and email) to offer the opportunity to preview Hilton Grand Vacations properties by booking timeshare tour appointments prior to arrival.
- Manage and expand assigned call lists and make the required number of outbound calls per day to meet production expectations; complete all inbound and outbound calls each shift.
- Review production reports and participate in training/coaching to consistently meet required performance standards.
- Adhere to gifting list procedures to ensure monthly cost/budget requirements are met.
- Promote HGV Ultimate Access events and other approved offerings.
- Complete required daily paperwork accurately and on time.
- Use approved technology and systems to book tours, activities, and timeshare presentations and complete concierge-related tasks.
- Accurately disposition lead calls in a timely manner and maintain organized records.
- Distribute only approved Hilton Grand Vacations collateral and materials.
- Align with all policies and procedures for your department and area of responsibility.
- Proactively partner with leadership to resolve guest concerns and service challenges.
- Complete other reasonable requests from management as business needs evolve.
Benefits
- Medical, dental, and vision coverage from Day One
- Paid time off, vacation, sick time, and paid parental leave
- 401(k) with company match, life insurance, and company stock purchase program
- Tuition reimbursement for job-related degrees and certifications
- Team Member travel discounts and resort benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
