Front Desk Reservations Agent

2 months ago

Williamsburg, United States Hilton Grand Vacations Full time

**Front Desk Reservations Agent**

**Job ID:** FRO002097

**Area of Talent:** Resort Operations

**Category:** Guest Services/Operations

**Shift:** Variable

**Location:** Williamsburg , VA

**Date Posted:** 03/02/2022

**Property:** DRI Historic Powhatan Resort

**Job Description**

As a Front Desk Reservations Agent, you would be responsible for implementing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards.

The Front Desk Reservations Agent is responsible for providing prompt, efficient and courteous service of all requests for suite reservation changes, cancellations, and information while assisting owners by responding to their written correspondence, emails, and telephone calls. The Front Desk Reservation Specialist assist with owners requests for reservations, space banking, maintenance fees and other information regarding their ownership, as well as concerns they may have.

* Maintain complete knowledge of facilities, services, hours of operation, all guest suite layouts, bed types, dcor and location.

* Have complete knowledge of suite availability for any given day, restricted days, rates, suite types, and if any, promotions and applicable rates.

* Ensure proper standards of hospitality are provided to all guests on property and/or via telephone.

* Access guest TSWNext records to best service guests and owners, maintain accurate information in TSWNext files. Maintain accurate information in owners individual files.

* Ensure all pending arrival information is accurate (i.e. check rates and prepare upcoming arrival packets with necessary materials and information).

* Process and input all reservations into TSWNext, to include but not limited to Fee Independent Traveler (FIT) reservations, wholesale reservations, owners reservations, developer program reservations. Follow through on all special contracted rates and promotion that require full payment prior to arrival. File all emailed, faxed, mailed reservation requests and correspondence.

* Process any maintenance fee payments.

* Process and mail owner confirmation letters daily.

* Review and action any non-deposits/guarantees/maintenance fees pending reservations. Review the expected arrivals list for accuracy. Assign rooms for arrivals.

* Process any advance deposits and refunds on cancellations.

* Answer and direct incoming telephone calls in an accurate, efficient, and professional manner.

We offer an excellent benefit package to our full-time Team Members that include medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits

**Qualifications**

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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

* Computer proficiency in Microsoft Word, Excel and Outlook.

* 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.

* Recognizes an emergency situation and takes appropriate action.

* Able to establish and maintain a cooperative working relation.

* Ability to interpret and build spreadsheets.

* Able to use good judgment; work independently, with minimal direction.

* Able to perform a variety of duties, often changing from one task to another of a different nature, within established timeframes.

* Competent in public speaking.

* Performs well with frequent interruptions and/or distractions.

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Benefits that support Team Member health and financial wellbeing.

At Hilton Grand Vacations, we understand the importance of PTO. After all, were a vacation company We prioritize PTO because time to relax and recharge is vital to Team Members overall health. We believe that by investing in wellness and encouraging time off, we foster growth and happiness. In addition, we offer exclusive discounts at our resorts, so Team Members can take incredible vacations and come back happier and healthier. View our openings at the link in our bio.

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