Quality Assurance Specialist

Hilton Grand Vacations•Saint Petersburg, FL

About The Position

At Hilton Grand Vacations, the Quality Assurance Specialist supports the sales closing process for vacation ownership purchases, helping ensure that contracts and related documents are accurate and fully executed. The role assists new owners in understanding their purchase and provides service to current owners with questions, cancellations, reservations, payoff information, and online assistance. It also supports the Quality Assurance Management department’s administrative operations, service standards, training, inventory, and process efficiency.

Requirements

High school diploma or GED.
At least 2 years of hospitality or guest service experience.
Clear, distinct communication with new owners and excellent verbal and written communication skills.
Positive demeanor and professional conduct while on duty or on property.
Project management and problem-solving skills.
Computer proficiency and experience with Microsoft Office Suite.
Ability to acquire a notary license.
Ability to work a flexible schedule that includes weekends and holidays.

Nice To Haves

Bachelor’s degree in Hospitality Management, Business Administration, or a related field, or related experience.
Timeshare or vacation ownership experience.
At least 2 years of experience in Quality Assurance (QAM) or as a Verification Loan Officer (VLO).
Existing notary licensure.

Responsibilities

Review complete contracts and paperwork to solidify new owners’ sales.
Ensure signatures, notarization, and execution of purchase documents are accurate.
Explain purchase documents and ownership to new and current owners.
Provide service to owners purchasing, as well as owners who call with questions or cancellations.
Ensure Vacation Counselors and Executive Consultants conduct follow-up efforts with owners.
Help owners feel comfortable with their purchase and, when needed, assist with booking soft reservations before they are in the system.
Find answers for current owners’ questions or direct them to the appropriate resources, including payoff information and online assistance.
Assist with administrative duties for the QAM department.
Maintain a high standard of customer service throughout the resort, including service before and after owner activation.
Assist in training new QAMs.
Help manage supplies and inventory to ensure materials are available for daily tasks.
Review document change bulletins from legal or Club information and ensure the department has current materials.
Participate in calls, including owner referral and Portfolio Services conference calls, to support efficiency.