What are the responsibilities and job description for the Guest Services Phone Operator position at Hilton Grand Vacations?
Do you want to work for a company that encourages your best and values its team members? Hilton Grand Vacations has a place for you. At HGV we will help you reach your goals and build your future. HGV is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. Our passion and dedication drive us in making a positive impact and memorable experiences for our owners, team and guests.
What Will I be Doing?
The PBX Operator is responsible for incoming/outgoing calls and handling any questions or requests brought forth. Provides professional hospitality and information to all guests, owners and team members. Displays excellent knowledge of the product, operating systems, property and overall company. Often serving as a primary communications point for Guest Services; setting the tone for the overall competency of the property and organization to any caller. Maintaining a firm commitment and dedication to culture and Hilton values always maintaining this behavior towards our guests and team members.
You are responsible for driving company success through performing the following tasks to the highest standards:
Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members.
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
What Will I be Doing?
The PBX Operator is responsible for incoming/outgoing calls and handling any questions or requests brought forth. Provides professional hospitality and information to all guests, owners and team members. Displays excellent knowledge of the product, operating systems, property and overall company. Often serving as a primary communications point for Guest Services; setting the tone for the overall competency of the property and organization to any caller. Maintaining a firm commitment and dedication to culture and Hilton values always maintaining this behavior towards our guests and team members.
You are responsible for driving company success through performing the following tasks to the highest standards:
- Responds to all incoming/outgoing calls promptly and with utmost courtesy, assisting guest or owners needs and requests in alignment with Hilton Grand Vacation Club Standards.
- Follow up on all calls by using the appropriate operating systems or any other business-related items to complete guest/owner request. To include but not limited to; Tally, Kipsu/text messages, Synergy-Guest Work Order/Requests, vendor requests and Clarity/PMS updates for the operation, as needed.
- Ensure Quality Assurance Standards are followed and meet by using proper telephone etiquette and approved scripts on all calls.
- Effectively communicate with Housekeeping, Engineering, Security, F&B, Activities, and any other department as needed, via telephone, e-mail, radio or in-person to ensure guest/owners/Team Member requests are completed.
- Take ownership of all PBX calls, making all efforts to provide direct solutions/answers for guest and owners, transferring only when necessary. Ensure there is someone awaiting all call transfers for exceptional guest experience.
- Be an expert on the property from room types, reservations, owner/guest types, operating systems, amenities, hours of operations and more.
- Assists guests with computing billing charges, assist in collecting payments, and guest service recovery as needed.
- Ensure that all work emails and messages are reviewed and answered in a timely manner.
- Assist with express check-in forms and help at the front desk when needed.
- Complete projects as assigned by management in addition to projects identified by their own proactivity.
- Perform to yearly, quarterly & monthly goals set forth by management.
- Provide assistance and support to owners & Team Members, maintaining a positive and professional working environment.
- Flexibility with schedule to cover shifts when needed.
- Completes all required Company trainings and compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members.
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
- Proficiency reading, writing and speaking in English.
- Projects a cheerful and friendly tone of voice using detailed enunciation and transparency in speaking.
- Understands switchboard procedures and demonstrates ability to operate system with minimal complaints.
- Demonstrates precision in service quality standards that affect guest happiness, responding to guests in a timely and professional manner.
- Able to work a flexible work schedule including night, weekends and holidays.
- Previous experience working in the hospitality industry
- Day 1 Benefit Eligibility
- Competitive base pay
- Recognition Programs and Rewards
- Discounted travel programs
- 401(k) program with company match.
- PTO, 10 Paid Holidays per year plus 2 floating
- Paid Sick Days
- Employee stock purchase program
- Tuition reimbursement programs
- Numerous learning and advancement opportunities
