Welcome Center Representative

Hilton Grand Vacations•Orlando, FL

1d•Onsite

About The Position

As a Welcome Center Representative, you will serve as a key point of contact for vacation package guests and owners, ensuring a seamless arrival and check-in experience. You will assist with reservation management, tour scheduling, account updates, hotel confirmations, and guest inquiries while providing outstanding customer service. The ideal candidate is organized, detail-oriented, and passionate about creating memorable guest experiences in a fast-paced hospitality environment.

Requirements

High school diploma or equivalent required.
Strong verbal and written communication skills.
Ability to multitask and work effectively in a fast-paced environment.
Strong organizational skills and attention to detail.
Proficiency with computer systems and reservation platforms.
Ability to work independently and as part of a team.
Open availability between 7:00 AM and 10:00 PM , including weekends and holidays.
Ability to provide exceptional guest service while maintaining professionalism and accuracy.

Nice To Haves

Previous experience in hospitality, customer service, reservations, concierge, tourism, sales, or a related field preferred.

Responsibilities

Welcome and assist guests upon arrival, ensuring a positive and seamless check-in experience.
Book, modify, and service reservations while providing accurate information and exceptional customer service.
Confirm and qualify guests for scheduled vacation ownership presentations.
Support tour manifesting and coordinate presentation schedules.
Rebook and reschedule missed or canceled tours as needed.
Update guest accounts and reservation information within company systems.
Confirm hotel accommodations and ensure reservation accuracy.
Address guest inquiries, concerns, and special requests in a professional and timely manner.
Provide local destination information, maps, directions, and recommendations to enhance the guest experience.
Communicate presentation qualifications during the booking, confirmation, and check-in processes.
Generate and distribute reports related to arrivals, no-shows, late arrivals, tour invitations, and daily booking activity.
Reconcile tour activities and provide updates to appropriate departments throughout the day.
Promote and sell attraction tickets, activity packages, and other vacation-enhancing products and services.
Support retail, hospitality, and ancillary revenue opportunities while maintaining a guest-first approach.
Maintain knowledge of Hilton Grand Vacations products, services, and promotional offerings.