Supervisor Reservation Support

Hilton Grand Vacations•Orlando, FL

About The Position

At Hilton Grand Vacations, we are dedicated to crafting outstanding experiences for our guests. We take pride in encouraging a collaborative and inclusive workplace. Joining our team means you can advance your career with a company known for its dedication to excellence and innovation. Become a Reservation Support Supervisor and help make our guests' vacations unforgettable.

Requirements

Extensive knowledge of reservation functions, including booking, cancellations, general hotel information, and available vacation improvements (e.g., attraction tickets, upgrades, extended stays).
Strong understanding of quality service fundamentals.
Proficiency in Microsoft Office.
Strong and accurate computer and typing skills.
Strong knowledge of company policies and procedures.

Nice To Haves

Experience with AS400 and Concierge systems preferred.

Responsibilities

Coordinate daily Reservation Support operations, including supervision of the accommodation manifest team to ensure timely and accurate guest accommodations and attraction/show reservations.
Drive associate performance by reinforcing work rules, policies, guidelines, behavioral proficiencies, and quality assurance standards.
Develop and deliver training programs, activities, and performance contests to improve departmental results and ensure all minimum standards are consistently met.
Conduct one-on-one sessions with each associate at least every three weeks to review performance, provide mentoring, and promote development.
Manage HR and administrative processes, including reviewing and approving timesheets, processing hires and terminations, issuing notes to file, and submitting status change forms within Oracle/ADP.
Maintain No Show metrics below established thresholds and coordinate the non-confirm process to identify cost‑savings opportunities.
Audit Global Distribution System (GDS) availability and allocations to promptly identify, communicate, and resolve contracted versus available inventory discrepancies.
Manage force move and Select Area Hotel (SAH) booking workflows, including allotment changes that correspond with tour flow, seasonality, location, and sales pace.
Provide support for competitive and seasonal rate adjustments for interfaced, manual, and partner hotel items.
Partner with sales and marketing teams, hotel partners, and vendor sales rooms to resolve issues, support vacation creation, and address associate or guest inquiries.
Manage the Data Entry and Support email inboxes, including Salesforce case queues.
Coordinate inventory and item maintenance, including opening/closing allotments, updating item details, and identifying missing cost or rate records.
Supervise manual resort booking processes, including daily cancel-list review, reservation tracking, inventory reuse for tour flow, and performing changes or cancellations in AS400.
Generate, review, and analyze reports such as Tour, Missing Confirmation, SAH, efficiency, booking/cancellation trends, abandoned calls, attendance, and weekly standards. Evaluate daily, weekly, monthly, and YTD trends.
Maintain expert-level knowledge of current vacation offers, Details of Participation, destinations, accommodations, and system updates; proactively communicate changes to the team.
Build and maintain department Standard Operating Procedures (SOPs) and manage SOP library updates.
Handle advanced guest concerns and ensure follow‑up communication is completed to deliver high-quality service.
Monitor call queues and dialer systems, ensuring timely call management; take or make calls as needed.
Assess associate quality scores and conduct call and case monitors to ensure service excellence.
Participate in required meetings and calls to support communication, alignment, and operational priorities.
Support weekend and after‑hours operations as needed to resolve urgent issues and assist Reservation Support and servicing teams.
Exhibit Hilton Grand Vacations Values: Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
Complete all required company training and compliance courses in a timely manner.
Follow company standards and ensure alignment with all policies and procedures.
Perform other related duties as assigned.