Tour Verification Agent Concierge

Hilton Grand Vacations•Orlando, FL

13d•Onsite

About The Position

As an Experience Verification Coordinator at Hilton Grand Vacations, you will play a critical role in ensuring accuracy and compliance across all tours. Your mission is to verify and confirm that every tour is properly accounted for and coded, maximizing our pipeline and maintaining consistency across all sites. You will also manage fee collections for no-shows and rack rates, conduct discovery calls, and provide exceptional guest support to uphold. At Hilton Grand Vacations, we put people first—starting with our customers and extending to our Team Members. We empower you to take ownership, deliver excellence, and grow your career while helping guests create unforgettable vacation experiences. With world-class properties, unparalleled benefits, and a culture built on inspired ownership, every day is an opportunity to make a grand impact.

Requirements

Excellent written and communication skills
Ability to deal with multiple tasks and work independently
Ability to maintain a calm, professional, and cheerful demeanor.
Good computer skills
Good problem solving skills
Good listening skills
Ability to work in a team environment and interact with all level of team members within the organization.

Nice To Haves

Knowledge of Voice preferred.

Responsibilities

Collect fees for no-shows and rack rates promptly and professionally.
Maintain a positive, professional demeanor when interacting with guests and team members.
Conduct discovery and collection calls using approved scripts.
Review daily tour reports and verify accuracy of guest information.
Provide feedback to management regarding qualification issues or misrepresentation.
Ensure guests receive accurate information about packages, tours, and accommodations.
Handle inquiries and resolve guest concerns with empathy and efficiency.