Rental Revenue Reservations Specialist

Here’s Why You Will Love It Here

• Recognition Programs and Rewards
• Excellent health care options, including medical, dental, and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports your physical and mental well-being.
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• And more!
  
  

What will I be doing?

• Call Management: Handle diverse inbound and outbound phone calls, providing exceptional service to all guests with a strong focus on converting inbound calls to rental reservations by offering options, overcoming objections, troubleshooting, and addressing any guest concerns.
• Arrival Audits: Conduct regular arrival audits to ensure all reservations are accurately booked in our system, including unit type and reservation charges.
• Reconciliation Audits: Conduct regular reconciliation audits to accurately verify that guests traveled and paid the correct amount, including charging no-show or late cancellation fees when necessary, updating online travel agencies when a guest did not travel or had a change in travel dates to ensure accuracy.
• Collaboration: Collaborate with Revenue Management Specialists to maintain high listing scores, communicating any rate parity or availability issues.
• Content Management: Assist with resort property content, message templates and media management on direct and third-party channels.
• Feedback and Meetings: Attend regular meetings with property partners to provide feedback on reviews and guest messages.
• Timely Responses: Ensure all messages, emails, and reviews are responded to promptly and accurately, researching accounts when required to provide accurate information.
• Commission Audits: Complete commission audits to ensure commissions paid match our records, updating each channel accordingly if needed.
• Guest Fulfillment: Work closely with resort front-office teams to support rental guests’ reservations fulfillment.
• Template Development: Develop message confirmation and other message templates highlighting area and important property information.
• Reporting: Conduct daily reporting and production assessments with the Rental Revenue and Reservations Supervisor.
• Ongoing Communication: Maintain ongoing communication with the Supervisor and Director regarding market demand, inventory availability, pricing feedback, and call-to-booking conversion rates.
• Market Analysis: Collaborate with Revenue Management Specialists on rate shopping and snapshot assessments of market competitive set rates and merchandising analysis.
• Flexible Schedule: Able to work a flexible schedule that may include some evenings and weekends.
  
  

Qualifications

• High school diploma or equivalent (GED).
• Minimum 2 years’ experience or equivalent in a customer service roll. Call Center and revenue management experience is a plus.
• Experience with Microsoft Office applications. Use of central reservations and/or property management system a plus.
• Excellent written and verbal communication skills to effectively interact with guests and team members
• Ability to troubleshoot issues, address guest concerns, and find effective solutions.
  
  

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

• Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.
  
  

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 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.