Specialist Hotel Reservations

Hilton Grand Vacations•Las Vegas, NV

22h

About The Position

Reservations Specialists provide customer service to hotel guests through phone and email interactions. They process reservation and payment transactions and provide general information and assistance to help guests enjoy their Hilton Grand Vacations experience. The role handles a high volume of guest contacts, uses reservation and other computer systems, and resolves guest questions and complaints while following customer-information security procedures and quality standards.

Requirements

Outstanding written, listening, and verbal communication skills.
Ability to access, read, and accurately input data in a moderately complex computer system.
Ability to make accurate mathematical calculations using a 10-key calculator.
Ability to prioritize tasks and adapt to change in a fast-paced business environment.
Ability to retain knowledge related to essential job functions and use reference tools effectively.
Ability to handle and diffuse problems courteously and empathetically, with a focus on solutions.
Analytical and decision-making skills to present options and resolve problems.
Ability to switch between multiple systems and software programs.
Ability to address customer objections through persuasion and alternatives.
Positive, professional attitude and friendly, customer-focused demeanor.
Computer proficiency in Microsoft Word, Excel, and Outlook.
Excellent customer service skills.
Time-management skills and ability to coordinate and prioritize multiple priorities.
Initiative and ability to adapt to changes.
Ability to recognize an emergency and take appropriate action.
Ability to establish and maintain cooperative working relationships.
Ability to interpret and build spreadsheets.
Good judgment and ability to work independently with minimal supervision.
Strong analytical and problem-solving skills.
Ability to manage shifting responsibilities and assignments with approaching deadlines or set timeframes.
Basic math skills.
Ability to consistently demonstrate the HGV Focus Model.

Responsibilities

Handle a high number of inbound and outbound calls and emails from hotel guests.
Process reservation and other transactions accurately in the reservations system and other platforms.
Provide accurate information about Hilton Grand Vacations properties, products, and services, and offer resort recommendations.
Follow customer information and data security processes.
Respond to guest emails and callback requests within established response-time standards.
Research and resolve guest issues and complaints, escalate to a Supervisor when needed, and follow up to ensure timely resolution.
Accept quality-assurance feedback and mentoring to meet established standards.
Participate in departmental and company training and educational opportunities.
Notify a Supervisor promptly about issues with computer equipment, reservation, phone, or other systems.
Follow call attendance protocols and manage time to support productivity and efficiency.
Complete required company training and compliance courses.
Reflect Hilton Grand Vacations' stated values: Hospitality, Integrity, Leadership, Collaboration, Responsibility, and Now.
Perform other related duties as assigned.