Hotel Reservations Specialist

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Manage a substantial volume of incoming and outgoing calls and emails from hotel guests.

• Accurately process reservation and payment transactions within the reservations system and other platforms.

• Deliver precise information regarding Hilton Grand Vacations properties, products, and services.

• Actively suggest resort options to enhance guests' vacation experiences.

• Adhere to customer information and data security protocols.

• Respond to guest emails and callback requests within the specified response time standards.

• Investigate and resolve issues and complaints, escalating to a Supervisor when necessary.

• Follow up to ensure prompt resolution of concerns.

• Meet Quality Assurance standards and embrace ongoing feedback and mentoring.

• Engage in departmental and company training programs and educational opportunities.

• Report any issues with computer systems, reservations, phones, and other technologies to a Supervisor.

• Comply with call attendance protocols and manage time effectively to achieve productivity and efficiency.

• Complete all required company training and compliance courses.

• Exemplify Hilton Grand Vacations Values.

• Perform additional related duties as assigned.

⛳️ Requirements

• High School diploma or equivalent.

• Exceptional written, listening, and verbal communication abilities.

• Capability to access, read, and accurately input data into a moderately complex computer system.

• Skillful in making precise mathematical calculations using a 10-key calculator.

• Ability to effectively prioritize multiple tasks and adapt to changes in a fast-paced business environment.

• Capacity to retain knowledge pertinent to essential job functions and effectively utilize reference tools.

• Proficient in managing and diffusing problem situations with courtesy, empathy, and a focus on solutions.

• Strong analytical and decision-making skills to present options and resolve issues in various scenarios.

• Ability to navigate between multiple systems and software programs to complete all work processes.

• Skilled in addressing customer objections through persuasion and offering a variety of alternatives.

• Positive, professional demeanor with a friendly, customer-focused approach.

• Proficient in Microsoft Word, Excel, and Outlook.

• Excellent customer service capabilities.

• Effective time management skills, able to coordinate and prioritize various tasks.

• Initiative-driven, with the ability to adapt effectively to changes.

• Ability to interpret and create spreadsheets.

• Capable of exercising good judgment and working independently with minimal supervision.

• Strong analytical and problem-solving skills.

• Basic math competency.

• Consistently demonstrate the HGV Focus Model.

🏝️ Benefits

• Competitive base pay plus monthly performance incentives.

• Access your earned pay anytime before payday through DailyPay.*

• Medical, Dental, and Vision benefits begin on Day One.

• Generous Vacation Time Off Program and Paid Sick Time.

• GO Hilton discounted hotel rates worldwide.

• Tuition reimbursement programs available.

• Recognition programs and rewards.

• Opportunities for internal growth and career pathing.