Domestic Inbound/Outbound Call Agent

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POST DATE 9/19/2016
END DATE 10/19/2016

Hilton Grand Vacations® Honolulu, HI

Honolulu, HI
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)
High School Diploma or GED


A Domestic Inbound/Outbound Call Agent with Hilton Grand Vacation is directly responsible for providing pre-arrival services to guests coming to Hawaii. These services include but are not limited to: concierge services, vacation planning including local tours and activities, and booking qualified timeshare sales presentations to qualified guests with reservations at any Hilton affiliate hotel in Hawaii that has provided the authorization for contact pre-arrival. Hilton Grand Vacations objective is to increase new owner business and produce potential revenue. The Call Agent will book tours via both inbound and outbound phone calls. What Will I Be Doing? A Domestic Inbound/Outbound Call Agent with Hilton Grand Vacations pro-actively calls all eligible guests staying at any Hilton affiliate hotel to preview our program through direct booking of tours prior to the guests' arrival. Promote the Hilton Grand Vacation Club program through telephone/internet/email. Interact with hotel guests prior to arrival on a daily basis offering them the opportunity to learn more about our club membership through a scheduled timeshare sales presentation. Makes required number of outbound phone calls per day to meet production requirements by executing on all inbound and outbound guest calls at the start of each work shift. Reviews production reports and notifies manager in writing of any challenges within the month the tour shows or package is sold. Responsible for selling local tours and activities while providing concierge services. Follows gifting list procedures to ensure costs are met monthly. Completes required paperwork accurately and completely for each tour with TC, including guest information for wake up and tour confirmation calls. Dispositions all leads call in a timely manner. Provides guests in booking hotel services (spa, golf, dining), including directing guests to Guest Services for specific information Contacts management with any guest issues. Complies with all reasonable requests put forth by management. Basic Requirements * High School Diploma or equivalent * Must be able to work a fully flexible schedule to include all days and shifts as assigned, including evenings, weekends and holidays * Professional verbal, interpersonal, guest relations, and etiquette skills in person, via email and on the telephone. * Minimum one year of proven customer service or sales experience required. * Demonstrate excellent communication skills and interpersonal skills * Basic reading, writing and arithmetic skills required. * Thorough understanding of the local area * Ability to handle multiple tasks and balance priorities * Computer literate with the ability to learn customer service software applications * Be able to work in a timely manner, critically think and work in a team environment is essential Preferred Qualifications * Previous timeshare/vacation ownership experience * Previous call center experience Currently, Hilton Grand Vacation is a subsidiary of Hilton. We presently anticipate that, at some point in 2016, Hilton Grand Vacations will be spun off from Hilton and become an independent, public company. We do not anticipate that this change will affect your terms of employment. Hilton World Wide Inc. is acting as an Employment Agency in relation to this vacancy.