Member Retention Specialist

Hilton Grand Vacations • Las Vegas, NV

12h

About The Position

The Member Retention Specialist contacts guests on an assigned cancellation list and works each opportunity through to a documented outcome. The role focuses on understanding guests’ cancellation concerns, travel interests, lifestyle, and vacation goals, then presenting approved ownership alternatives and designated inventory solutions that suit their needs. The specialist delivers professional, ethical, customer-focused retention presentations while following company scripts, pricing rules, and compliance standards.

The position also involves applying Hilton Grand Vacations’ sales, retention, and customer service practices; following up with guests to support satisfaction and long-term loyalty; attending weekly training; and contributing to a positive, collaborative team culture. The role requires flexibility to work weekends and holidays.

Requirements

• At least 1 year of sales and customer service experience with a proven track record.
• Active Nevada Timeshare License or Nevada Real Estate License, or the ability to obtain one.
• Strong listening, communication, objection-handling, negotiation, and relationship-building skills.
• Ability to work from an assigned list of cancellation opportunities and manage consistent follow-through.
• Ability to resolve sophisticated customer service issues and adapt to changes in a fast-paced environment.
• Ability to meet all compensation plan goals.
• Flexibility to work a schedule that includes weekends and holidays.
• Proficiency in English (reading, writing, and speaking).
• High school diploma or equivalent.

Nice To Haves

• Previous sales, retention, member services, customer relations, or inbound sales experience in a similar hospitality, vacation ownership, luxury goods, or services industry.

Responsibilities

• Promptly contact guests from an assigned cancellation list and work on each opportunity to a documented outcome.
• Listen to guests’ reasons for cancelling and understand their concerns, travel interests, lifestyle, and vacation goals.
• Present approved ownership alternatives and designated inventory solutions aligned with guests’ needs and circumstances.
• Deliver high-quality retention presentations in a professional, ethical, and customer-focused manner.
• Follow HGV retention scripts, pricing rules, and compliance standards.
• Apply Hilton Grand Vacations’ sales, retention, and customer service techniques and best practices.
• Provide timely follow-up and ongoing communication to support satisfaction and build long-term loyalty.
• Contribute to a positive, collaborative team culture rooted in HGV’s core values.
• Attend required weekly training on product, approved offers, objection handling, and member experience.
• Perform additional responsibilities as assigned by leadership.

Benefits

• Competitive hourly pay.
• Performance-based bonus opportunities.
• Additional incentives based on retention performance.
• Comprehensive medical, dental, and vision coverage starting on day one.
• 401(k) with company match.
• 22 days of PTO in the first year, increasing to 27 days in the second year.
• Team Member Travel Program with stays at properties worldwide starting at $40 per night.
• Discounts, development opportunities, and career growth across the Hilton portfolio.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED