Specialist Reservations Admin

Hilton Grand Vacations•Orlando, FL

About The Position

Responsible for various back office administrative duties that support operational functions spanning Owner Services, Destination Xchange and Hotel Reservations. Duties may include processing various reservation, exchange, and payment transactions, document administration, reservation QA processes, and other tasks which may require direct collaboration with Owners, Hotel Guests, internal Diamond Resorts departments and/or third party business partners/service providers.

Requirements

Capability to understand and follow both oral and written directions as well as knowledge and usage of accurate business English and office practices.
Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Outstanding written, listening, and verbal interaction abilities.
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 effectively prioritize various tasks and adjust to change within a fast-paced business environment.
Ability to retain knowledge related to essential job functions and effectively apply provided reference tools.
Ability to handle and diffuse problem situations with courtesy, empathy, and a solution-focused approach.
Capability to apply analytical and decision-making skills to provide options and solutions for problems in diverse situations.
Ability to switch between multiple systems and software programs to complete all work processes.
Ability to address customer concerns by persuading and offering multiple choices.
Possesses a positive, professional attitude and friendly, helpful demeanor.
Computer proficiency in Microsoft Word, Excel, and Outlook.
Excellent customer service skills.
Proficient in time management; the ability to coordinate and prioritize several tasks.
Ability to take initiative and effectively adapt to changes.
Recognizes an emergency situation and takes appropriate action.
Able to establish and maintain a cooperative working relation.
Ability to interpret and build spreadsheets.
Able to use good judgment; work independently, with minimal supervision.
Strong analytical and problem-solving skills.
Able to handle a range of duties, frequently shifting from one task to another of a different kind, with approaching deadlines and/or set timeframes.
Basic math skills.

Responsibilities

Processes various transactions in Clarity, other internal systems, and/or third-party systems accurately and with attention to detail according to established policies and procedures.
Collaborates with customers (Owners, Hotel Guests), third-party business partners/service providers, and internal Diamond Resorts departments as needed, delivering outstanding customer service in a friendly, personalized manner.
Aligns with customer information and data security processes at all times.
Responds to phone calls, emails, and requests for callbacks within established response time standards.
Adheres to established policies and procedures for all departmental functions.
Takes personal ownership to resolve issues or complaints by thoroughly researching the problem, identifying possible solutions, raising the matter to a Supervisor when appropriate according to established policies and procedures, and following up to ensure timely resolution.
Adheres to departmental standards for quality and accuracy in every task, follows set procedures, and is open to continuous feedback and mentoring to consistently reach or surpass performance goals.
Maintains and expands job knowledge and skill development by actively participating in departmental and company training programs and educational opportunities.
Proactively participates in team meetings and feedback sessions.
Advises Supervisor of problems with computer equipment, Clarity, I3 and other systems immediately to support maximum efficiency and productivity.
Adheres to assigned shift schedules and breaks, lunch, and task assignment schedules.
Encourages new team members and actively participates as an onboarding and training partner during new hire sessions.
They foster a spirit of collaboration by sharing product knowledge, guidelines, and ongoing support with colleagues.
Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
Completes all required Company training/compliance courses as assigned.
Follows organizational guidelines and ensures adherence to all policies and procedures.
Performs other related duties as assigned.