Trainer Contract Services

Hilton Grand Vacations•Orlando, FL

3d•Hybrid

About The Position

This role is responsible for developing and maintaining training plans for all Customer Service (CS) training needs, collaborating with other CS Trainers and Sales Services leadership. The trainer will conduct training sessions, create or procure necessary resources, and evaluate training effectiveness. They will also certify trainees, participate in training exercises led by others, and maintain flexibility for scheduling across different time zones. Regular communication with CS leadership is essential to ensure training effectiveness, stay updated on business changes, and identify emerging training needs. The trainer must stay current on all business, system, process, and policy changes related to CS, ensuring all training plans and materials are accurate. Additionally, they will maintain training records, provide reports on training metrics, and may provide direct operational support to the CS team as needed. The role also requires embodying Hilton Grand Vacations Values and completing all assigned Company training and compliance courses.

Requirements

2+ years of Contract Services experience in a Coordinator or higher position, with demonstrated ongoing and consistent solid performance.
Consistently demonstrates a team player mentality; frequently takes the initiative to assist fellow team members; has a history of positive, supportive relationships with their fellow team members; and demonstrates professional, effective communication skills.
Detail-oriented, analytical, inquisitive, and capable of grasping complex concepts.
Ability to work autonomously, identify action items, proactively initiate the tasks necessary to complete those items, and provide timely status updates appropriately, all with limited supervision.
Above-average proficiency in Microsoft Office applications. Must have a working knowledge of Outlook, Teams, Word, Excel, PowerPoint, and diagramming applications.
Ability to lead projects across multiple departments and multiple organizations.
Ability to remain adaptable and flexible, to work under pressure, and to maintain productivity in high-stress, fast-paced environments.

Responsibilities

Collaborates with other CS Trainers and Sales Services leadership to develop and maintain training plans for all CS training needs.
Documents and distributes new training plans, where needed, and maintains the documentation of existing plans to ensure that training practices are current and effective.
Conducts all training according to documented training plans.
Identifies all training materials and other resources needed to execute training plans.
Creates or procures those resources and maintains adequate resource inventory for future training needs.
Provides in-person training for new hire training, advanced training, remedial training, training on new systems and/or processes, and other training as needed.
If there is a need to conduct virtual/remote training, the CS Trainer and all trainees will appear on camera while that training is conducted.
Devises reliable, accurate methods of evaluating training effectiveness, and continually analyzes and documents training effectiveness.
Identifies potential training plan enhancements aimed at improving training effectiveness, and collaborates with other CS Trainers and Sales Services leadership to implement those enhancements.
Determines appropriate methods of certifying trainees to ensure that training goals for each training participant have been reached for each planned training exercise.
Certifies trainees according to these methods at the conclusion of all planned training exercises and maintain documentation of all certifications.
Participates in planned training exercises led by other CS Trainers to ensure that training is being provided across all regions in a consistent, cohesive manner.
Collaborates with other CS Trainers and Sales Services leadership to resolve any identified training discrepancies.
Maintains scheduling flexibility to provide training in other time zones as needed.
Maintains regular communications with CS leadership to ensure that training is effective, stays current on business changes, and identifies emerging training needs for existing team members.
Creates and executes new training plans or modifies existing plans based on these regular communications with CS leadership.
Stays current on all business, system, process, and policy changes related to CS and ensures that all training plans and materials are accurate and that they reflect the most recent changes.
Maintains thorough and accurate training records and provides reporting of various training metrics as requested by Sales Services leadership.
As needed, provides direct operational support to the CS team, including, but not limited to, answering VHUB calls, processing contracts, providing team support, back-office/administrative tasks, special projects, participating in User Acceptance Testing of various system and/or process changes, etc.
Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
Completes all required Company training/compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.