Mgr, Quality Assurance Sls

Hilton Grand Vacations • Panama City Beach, FL

2d

About The Position

This role is involved at the end of the sales process, assisting with closing as a customer decides to purchase vacation ownership product. The individual will solidify the new owner's sale by conducting total contract reviews, reviewing paperwork, and ensuring accurate signatures, notary, and execution of purchase documents. The role also involves helping new owners understand their purchase, assisting owners with questions or cancellations, and ensuring Vacation Counselors/Executive Consultants conduct follow-up efforts. The position maintains a high standard of customer service, provides positive service to new owners before and after activation, and drives execution by ensuring owners understand their documents and ownership. This includes helping owners feel comfortable about their purchase, booking soft reservations, providing payoff information, and assisting with online support. Additional duties include assisting in training new QAMs, managing department supplies and inventory, reviewing document change bulletins, and participating in conference calls.

Requirements

• High school Diploma/GED
• At least 2 years of hospitality/guest service experience
• Excellent communication skills, both verbal and written
• Positive demeanor
• Possess project management and problem solving skills
• Must be computer savvy and have experience using Microsoft Office Suite
• Must possess the ability to acquire your notary license
• Able to work a flexible schedule to include weekends and holidays
• Must exude a professional demeanor at all times on duty or on property

Nice To Haves

• Bachelor’s degree in Hospitality Management/Business Administration or related experience preferred
• Timeshare/Vacation Ownership experience preferred
• 2+ years experience in Quality Assurance (QAM) or as a Verification Loan Officer (VLO)
• Existing Notary Licensure

Responsibilities

• Solidifies the new owner's sale by total contract review
• Reviews paperwork
• Ensures accurate signatures, notary and execution of purchase documents
• Helps new owner understand the purchase
• Assists owners purchasing, and helps owners calling with questions or cancellations
• Ensures Vacation Counselors / Executive Consultants conduct follow-up efforts with owners
• Explains and ensures new owner understands the documents
• Assists with the administrative duties of the QAM department
• Maintains a high standard of customer service throughout the resort
• Provides positive service to new owners prior to activation
• Provides positive service to all owners who call after activation
• Drives Execution
• Ensures new and current owners understand documents and ownership
• Helps owners feel comfortable about their purchase and if need be, help book soft reservations for them before they are in the system
• Makes sure current owners who have questions have their answers, or at least find the answers for them and point them in the right direction (i.e. payoff information, help with on-line assistance)
• Assist in training new QAMs
• Assist with supply and inventory management to ensure we have all the necessary materials to complete daily tasks
• Review document change bulletins from legal or Club information and ensures the department has the most recent materials
• Be available for calls and participates in different conference calls to help with efficiency (i.e. owner referral, Portfolio Services)

What This Job Offers

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