Training Specialist

1 month ago

Las Vegas, United States Hilton Grand Vacations Full time
HGV Now Offers Day One Team Member Benefits

The Direct Marketing Training Specialist is responsible for the development, coordination and delivery of training for Team Members in Direct Marketing. As the leader for new hires during training the Specialist maintains production and sales records, appraises efficiency, handles complaints and subject areas Team Members per HGV's detailed procedures. Represents Hilton Grand Vacation's "Commitment to Excellence" by encouraging a positive team environment. Sets Team Members up for success to perform their job duties by resolving work techniques, coordination of work to Team Members, supervising work for legal compliance and ensuring a safe workplace.

Main Responsibilities

Onboarding: (15%)

  • Facilitates Team Member onboarding for Direct Marketing including partnering with Global Team Member Services (GTMS) to ensure Team Members provide the appropriate legal documentation along with facilitating & coordination of our global orientation program Grand Journey.
Operational Training: (50%)
  • Supports/owns the creation of content for new hire training programs, train-the-trainer programs, workshops, e-learning, and "key classes" passionate about sales production, retention, and overall product knowledge.
  • Supervises individual attendance of trainees including daily documentation on each trainee that is provided to the business upon completion of training.
  • Defines standard methodologies for using tools, systems, and sales techniques to reach minimum performance standards including planning and assigning work to each trainee based on their performance in training.
  • Stays current on changes to system functionality, call flow, sales strategies, quality assurance, and customer issues and efficiencies.
  • Markets team development and leadership programs to continuously develop Team Members.
  • Leads attendance and completion records for trainees in collaboration with site leadership and the DM training coordinator to ensure all records are accurately reflected in U FIRST.
Performance Management (25%)
  • Maintain efficiency and sales information for employees
  • Ensures program efficiency by evaluating Team Member performance post-training to identify gaps and implements solutions that demonstrate adult learning and instructional design methodologies.
  • Coaches and reinforces skills learned in training with Team Members and their leaders to ensure efficiency and legal compliance.
  • Supervises live calls on the floor on a regular basis with new hire and tenured Team Members to keep aware of trends.
People Management (10%)
  • Leads Team Member complaints during operational training program (Weeks 1-4) to resolve individual and team issues.
  • Documents workplace violations while partnering with GTMS and Direct Marketing leaders to initiate verbal warnings, written warnings, and involuntary resignations.
  • Ensures all Team Members can learn in a safe & positive work environment in accordance with all HGV policies and guidelines.
  • Partners with sales coaches, Team Leads and supervisors to identify developmental opportunities for each trainee as they transition from training to their new leader.
Basic Requirements:
  • High School Diploma/GED
  • Experience developing and delivering adult-oriented training
  • Experience giving performance feedback to individuals up to and including initiating terminations of employment.
  • Material production skills, including attention to detail, ability to organize content, grammar and proofreading skills, and an engaging writing style
  • General sales experience
  • Proven ability to continuously promote the impact of effective training on business results
  • Professional presence, technical credibility and engaging, inclusive presentation style is required
  • Proficiency using Microsoft PowerPoint, Excel and Word
Preferred Qualifications:
  • Bachelor's Degree
  • Experience working in a call center environment
  • Experience facilitating sales training
  • Proficiency & Experience with all aspects of training, design, development, implementation, delivery and evaluation


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 essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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