Reservations Agent

Hilton Grand Vacations • Williamsburg, VA

7d • Onsite

About The Position

The Reservations Agent books guest reservations and maintains the department’s standards for customer service, productivity, efficiency, and profitability. The role supports a service-oriented hospitality environment and requires a friendly, professional demeanor when assisting guests and team members. The position is based at the 845-suite Historic Powhatan Resort, a Hilton Vacation Club, in Williamsburg, Virginia.

Requirements

• High school diploma or equivalent.
• Ability to work a flexible schedule, including weekends and holidays.
• Ability to learn and perform essential job functions accurately, prioritize duties in a high-volume call-center environment, and work independently with minimal supervision after initial training.
• Demonstrated excellence in service quality standards affecting team member and guest satisfaction, with timely and professional responses.
• Courteous and professional demeanor when handling upset guests and difficult situations.
• Excellent English verbal and written communication skills.
• Prior hospitality and phone sales experience.
• Computer experience.

Nice To Haves

• 1–2 years of related experience.
• Knowledge of VOICE and REZLINK systems.

Responsibilities

• Answer calls cordially and professionally in accordance with departmental guidelines.
• Book guest reservations and inform guests about services available at the properties.
• Mail reservation confirmations and information to guests.
• Maintain accurate reservation records and documentation.
• Research questions related to guest disputes.
• Handle questions and postings related to maintenance fees.
• Assist with promoting rental revenue and processing advance deposits.
• Coordinate with front desk team members to keep reservation procedures consistent with check-in procedures.
• Perform other duties and special projects as assigned by Front Office Management.

Benefits

• Medical, dental, and vision coverage, with eligibility for health benefits beginning on Day 1.
• Recognition programs and rewards.
• Travel discounts program.
• Paid vacation and paid sick days.
• Employee Assistance Program supporting physical and mental wellbeing.
• 401(k) program with company match.
• Tuition reimbursement programs.
• Employee stock purchase program.
• Learning and advancement opportunities.

What This Job Offers

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