Supervisor VIP Reservations

Why do Team Members like working for us:

• Day 1 Benefit Eligibility
• Driven base pay
• Recognition Programs and Rewards
• Discounted Hilton hotel rates worldwide!
• 401(k) program with company match.
• Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
• Paid Sick Days
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• Daily Pay Option

Schedule Details:

The hours for this position will be Monday-Friday, varying between the hours of 7am – 6pm. Saturday shift as needed based on the department’s needs. Will be required to work over-time as needed.

• Assist in the day – to – day operations of the Reservations Department
• Manage telephone, fax and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
• Answer requests for VIP info request and a daily basis
• Identify issues with particular sales teams, track trends with issues and be able to report on these issues as well as track sale issue trends
• Process, sort, and track VIP cancelations
• Verify, process, and track VIP extensions with the proper documentation
• Run daily reports for VIP reservation pick-up and tour pick-up and send over to upper management
• Running and assigning daily report to the VIP reservations team
• Ability to prioritize and manage multiple responsibilities regularly
• Excellent written and verbal communication abilities
• Team Member must have a complete understanding of the VIP contract as well as the an understanding of the VIP collections process
• As part of answering the VIP Info emails the Team Member must complete filing of extensions, checking availability, scheduling dates, cancelling dates, saving packages, reselling packages, referring to members to the respective sales teams in order to upgrade to ownership, switching tours, answering general questions about VIP locations and properties, communicating with international guests
• The VIP Supervisor is responsible for checking the Call Out Line for anyone that called out for the department on the weekends or if WFM is not here. You need to make sure you update the attendance tracker on the shared drive.
• Tracking Attendance needs to be done on a daily basis. You are responsible to performance manage your team on attendance. Please remember that you can not only performance your team, you will need to communicate with the other Supervisors to make sure we are consistent and do the same for other teams. You are responsible for advising the appropriate supervisor if the agent needs to be performanced. You are responsible for updating the tracker for call outs, lates and leave earlys as they occur so there are no errors in tracking.
• You are responsible for updating any FMLA approvals as they are approved or denied and follow up on pending FMLA cases for your team.
• You are responsible for emailing the department Admin any updates on agents that are leaving the department, transferring departments, or have called out for five (5) days on the same day you are made aware.

Team Member is responsible for any other duties as assigned by

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• High School Diploma or equivalent.
• A minimum one (1) year of supervisory experience required.
• Able to work in a fast-paced environment.
• Computer proficiency in Microsoft Word, Excel, and Outlook.
• Understand how to develop and implement business strategies.
• Excellent customer service skills.
• Proficient in time management; the ability to organize and manage multiple priorities.
• Ability to take initiative and effectively adapt to changes.
• Able to use sound judgment; work independently, with minimal supervision.
• Strong analytical and problem solving skills.
• Must have adaptable communication skills.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.