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Reservations/activations Supervisor

4 months ago

Orlando, United States Hilton Grand Vacations Full time

**Description - External**:
**Make your journey part of ours**:
Use your communication skills and positive attitude to power vacation dreams as a Call Center Team Member. In this role, you’ll serve as our vacation solutions guide, connecting customers to their ideal vacations before they even set foot within one of our resorts. In this fast paced and energetic environment, you’ll be talking with guests every day, planning travel adventures, and building anticipation for exciting vacations.

You will be responsible for overseeing all areas of the reservation department, including teaching, training, and monitoring reservation's Agents in order to improve performance, efficiency, and maintain exceptional customer service throughout the visitor experience. Assist reservations agents with day-to-day tasks and provide direction and incentive. Train, monitor daily production and attendance, coach, and manage team performance in accordance with production standards. Handle all cancel/save requests, whether they come in the form of a letter or a phone call.
- Take over escalated guest calls to fix issues and provide guest satisfaction
- Handle revenue by making sure the proper fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges
- Maintain side file for each member of their team (job description, comp plan, error logs, disciplinary, comment) and keep updated as new information is received
- Monitor and give feedback on phone calls of activation's agents
- Assist other departments and fill in as Supervisor on duty when ever needed
- Assist with team payroll, performance handle missed pushes, pay corrections, etc
- Create monthly strategies to accomplish monthly goals.
- Handle all administrative work from the team in a timely manner
- Ensure the privacy and security of confidential information about guests.
- Maintain an upbeat, positive and motivated demeanor especially when interacting with Hilton guests, coworkers, and managers.

**Qualifications - External**:
**Why do Team Members like working for us**:

- Competitive base pay plus commission
- 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
- Employee stock purchase program.
- Tuition reimbursement programs.
- Numerous learning and advancement opportunities.
- Business Casual attire.
- Consistent day-to-day responsibilities.

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 the Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

- Must be able to work a variable schedule, including evenings and weekends, based on call center needs.
- Timeshare/hospitality background preferred
- Strong sense of customer service with enthusiastic, energetic, and professional behavior
- Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills.
- Must have excellent written and verbal communication skills
- Minimum of one year supervisor experience preferred.

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.

**Internal Description**:
**Description - Internal**

**Make your journey part of ours**:
Use your communication skills and positive attitude to power vacation dreams as a Call Center Team Member. In this role, you’ll serve as our vacation solutions guide, connecting customers to their ideal vacations before they even set foot within one of our resorts. In this fast paced and energetic environment, you’ll be talking with guests every day, planning travel adventures, and building anticipation for exciting vacations.

You will be responsible for overseeing all areas of the reservation department, including guiding, training, and monitoring reservation's Agents in order to improve performance, efficiency, and maintain exceptional customer service throughout the visitor experience. Assist reservations agents with day-to-day tasks and provide direction and incentive. Train, monitor daily production and attendance, coach, and manage team performance in accordance with production standards. Handle all cancel/save requests, whether they come in the form of a letter or a phone call.
- Take over brought up guest calls to fix issues and provide guest satisfaction
- Handle revenue by making sure the proper fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges
- Maintain side file for each member of their team (job description, compensat