Supervisor VIP Reservations

Hilton Grand Vacations•Orlando, FL

About The Position

A Supervisor of VIP Reservations oversees the reservations team and how it performs routine procedures in order to maximize revenue and Guest satisfaction. This position also handles analysis and solution of internal and external problems and issues regarding reservations, sales, and resort operations. The Team Member must be able to find a suitable resolution for all the issues found regarding VIP package holders, internal issues, or any other issue related to the VIP reservation process. The team member must uphold a high level of service which Hilton is known for worldwide as well as use the Hilton Values when resolving guests and internal issues. Why do Team Members like working for us: Competitive base pay plus commission Recognition Programs and Rewards Discounted Hilton hotel rates worldwide! 401(k) program with company match. Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation Employee stock purchase program. Tuition reimbursement programs. Numerous learning and advancement opportunities. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Requirements

3-5 years of previous call center reservations experience required
Previous timeshare experience helpful
Must possess excellent service skills

Responsibilities

Assist in the day – to – day operations of the Reservations Department
Manage telephone, fax and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
Answer requests for VIP info request and a daily basis
Identify issues with particular sales teams, track trends with issues and be able to report on these issues as well as track sale issue trends
Process, sort, and track VIP cancelations
Verify, process, and track VIP extensions with the proper documentation
Run daily reports for VIP reservation pick-up and tour pick-up and send over to upper management
Running and assigning daily report to the VIP reservations team
Ability to prioritize and manage multiple responsibilities regularly
Excellent written and verbal communication abilities
Team Member must have a complete understanding of the VIP contract as well as the an understanding of the VIP collections process
As part of answering the VIP Info emails the Team Member must complete filing of extensions, checking availability, scheduling dates, cancelling dates, saving packages, reselling packages, referring to members to the respective sales teams in order to upgrade to ownership, switching tours, answering general questions about VIP locations and properties, communicating with international guests
The VIP Supervisor is responsible for checking the Call Out Line for anyone that called out for the department on the weekends or if WFM is not here. You need to make sure you update the attendance tracker on the shared drive.
Tracking Attendance needs to be done on a daily basis. You are responsible to performance manage your team on attendance. Please remember that you can not only performance your team, you will need to communicate with the other Supervisors to make sure we are consistent and do the same for other teams. You are responsible for advising the appropriate supervisor if the agent needs to be performanced. You are responsible for updating the tracker for call outs, lates and leave earlys as they occur so there are no errors in tracking. You are responsible for updating any FMLA approvals as they are approved or denied and follow up on pending FMLA cases for your team. You are responsible for emailing the department Admin any updates on agents that are leaving the department, transferring departments, or have called out for five (5) days on the same day you are made aware.
Team Member is responsible for any other duties as assigned by management