Member Retention Specialist

Hilton Grand Vacations • Winchester, NV

1d • $75,000 - $150,000

About The Position

The Member Retention Specialist works in a high-energy, customer-focused environment to help Hilton Grand Vacations members reconsider cancellations and build long-term loyalty. The role involves understanding guests’ concerns, travel interests, lifestyle, and vacation goals, then presenting approved ownership alternatives and designated inventory solutions that fit their needs. Retention presentations must be delivered professionally, ethically, and in accordance with company scripts, pricing rules, and compliance standards. The specialist also follows up with guests, attends weekly training, and contributes to a collaborative team culture.

Requirements

• At least 1 year of sales and customer service experience with a proven track record.
• An 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 a fast-paced environment.
• Ability to meet all compensation plan goals.
• Flexibility to work weekends and holidays.
• Proficiency in English, including 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 each opportunity to a documented outcome.
• Listen to guests’ reasons for wanting to cancel 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 retention presentations professionally, ethically, and with a customer-focused approach.
• 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 guest satisfaction and long-term loyalty.
• Contribute to a positive, collaborative team culture rooted in HGV’s core values.
• Attend required weekly training on products, 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.
• Best-in-class benefits starting on the first day.
• Comprehensive medical, dental, and vision coverage.
• 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