Tour Inventory & Fulfillment Coordinator

Hilton Grand Vacations•Orlando, FL

12h

About The Position

The Tour Inventory & Fulfillment Coordinator is responsible for managing, auditing, forecasting, and optimizing tour inventory across Direct Marketing and strategic owner programs. This position serves as the operational owner of Salesforce-based DM Tour Fulfillment processes, ensuring tour requests are fulfilled efficiently while maintaining alignment with tour budgets, site capacity, and business goals. This role acts as a critical liaison between Travel Services Contact Center, Site Operations, Inventory Management, Concierge, and Sales organizations to proactively monitor tour availability, identify capacity constraints, flex tour inventory when appropriate, and support tour production objectives. The coordinator provides visibility into tour utilization, supports forecasting efforts, and helps ensure the organization can consistently achieve monthly tour and revenue goals.

Requirements

Strong analytical and problem-solving skills.
Advanced ability to interpret operational reports and performance metrics.
Experience managing inventory, capacity, forecasting, or scheduling functions.
Strong organizational and prioritization skills.
Excellent written and verbal communication skills.
Ability to analyze trends and make data-driven recommendations.
High attention to detail and process discipline.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Excel, Outlook, and Salesforce.
Ability to build collaborative relationships across multiple departments.

Nice To Haves

Experience with tour operations, inventory management, fulfillment, or capacity planning.
Experience supporting contact center or hospitality operations.
Experience with Salesforce case management workflows.
Hospitality, travel, vacation ownership, or customer experience industry experience.

Responsibilities

Manage the Salesforce DM Tour Fulfillment queue and ensure all requests are met within established service-level agreements.
Audit tour inventory daily to identify available capacity, canceled tours, open inventory, and utilization trends.
Facilitate tour accommodation through inventory reallocation, canceled inventory utilization, and tour flexing strategies.
Review timed tour inventory, virtual tour wave availability, and market-specific capacity prior to requesting additional inventory.
Partner with site teams to secure additional tour inventory when business needs require capacity adjustments.
Consolidate tour requests by property and market to improve operational efficiency and reduce communication volume.
Maintain ownership of tour request resolution and ensure complete documentation within Salesforce.
Monitor tour inventory utilization against budget and production goals.
Conduct formal inventory reviews a minimum of three times weekly (Monday, Wednesday, and Friday).
Identify tour booking trends, site-level constraints, and inventory risks.
Recommend tour inventory flex opportunities to maximize business performance.
Evaluate over-utilization and under-utilization by site, market, and program.
Support inventory balancing efforts across DM, VIP, NMJ, and Owner programs.
Escalate inventory concerns and capacity risks to leadership with actionable recommendations.
Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
Completes all required Company training/compliance courses assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.