Specialist Reservations Support

Hilton Grand Vacations•Orlando, FL

1d•Onsite

About The Position

As a Specialist, Reservations Support, you contribute to Hilton Grand Vacations’ world-class guest experience by ensuring accurate, timely, and seamless reservation support. Based in Orlando, FL, this role supports operational excellence by collaborating with hotel partners, internal teams, and systems to safeguard inventory, resolve issues, and deliver reliable accommodations for every guest reservation.

Requirements

Knowledge of administrative and clerical procedures, including strong Excel proficiency
High attention to detail with strong analytical, problem-solving, and data entry skills
Ability to think strategically and analyze information accurately and efficiently
Strong interpersonal skills with the ability to collaborate across all organizational levels
Excellent verbal and written communication skills
Proven ability to manage multiple priorities and meet strict deadlines in a fast-paced environment.

Responsibilities

Ensure guests are accommodated quickly and appropriately, including transferring reservations to comparable hotels when necessary
Send, track, and reconcile daily hotel manifests; follow up on missing or unreturned manifests in a timely manner
Book, modify, and cancel reservations across multiple systems (AS400, Concierge, Clarity, Voice, and hotel partner portals)
Coordinate and facilitate Hotel Partner Onboarding, aligning on workflows and expectations while building strong working relationships
Identify and manage close-in reservations missing confirmation numbers by coordinating with multiple hotel partners
Process manual resort bookings, change requests, and cancellations while maintaining accurate logs and inventory tracking
Increase inventory by managing eligible name changes, close-in cancellations, and real-time cancellation communication
Record and audit hotel manifests to monitor turnaround times and ensure prompt corrective action
Communicate upgrades, denials, discrepancies, and advanced concerns to appropriate internal teams and Customer Experience
Partner with Hotel Buyers/Travel Partnerships and Hotel Procurement to resolve availability discrepancies and identify inventory opportunities
Own and manage Select Area Hotel (SAH) re-distribution, auditing reservations up to 12 months in advance and ensuring alignment with contracted inventory
Perform GDS audits and maintain accurate availability, costs, rates, and allotments
Use Salesforce to document, track, and resolve partner and reservation issues efficiently
Maintain detailed knowledge of vacation offers, destinations, participation details, and system updates