Guest Services Coordinator - Remote

Orlando, FL, USA|Remote

Job Overview

Employment Type

Full-time

Hourly

Compensation

Hourly

Exact $19.23

Work Schedule

Standard Hours

Flexible

Weekend Shifts

Benefits

hourly pay

Medical insurance

Dental Insurance

Vision Insurance

401k plan with company match

Life insurance

Company stock purchase program

Team Member Travel Program

Paid Time Off

paid sick days

team member recognition

Learning and advancement opportunities

DailyPay

Job Description

Hilton Grand Vacations is a distinguished hospitality company specializing in vacation ownership sales and resort experiences across coveted destinations. Known for delivering exceptional service and a commitment to guest satisfaction, Hilton Grand Vacations has been a leader in the vacation ownership industry for over three decades. With a strong emphasis on family-friendly values and work-life balance, the company proudly earned four out of five stars for supporting employee wellness and was recognized by Newsweek as one of America’s Greatest Workplaces for Parents and Families. Hilton Grand Vacations supports its employees with a comprehensive benefits package that includes medical, dental, and vision insurance starting from day one, a 401k plan with company match, life insurance, a company stock purchase program, and a generous paid time off program among other perks. The Team Member Travel Program further enhances the employee experience by offering discounted rates at amazing properties worldwide.

As a Guest Services Coordinator within the Sales and Marketing departments, you will play a critical role in ensuring seamless guest interactions and efficient coordination of vacation ownership sales presentations. This role primarily involves managing policies and guest qualifications, assigning sales agents to prospective owners, and supporting the overall sales gallery operations. You will be responsible for verifying tour qualifications, maintaining daily sales rotation schedules, and providing warm, professional assistance to guests as they prepare for their virtual tours. Your technical proficiency is essential, as you will guide guests through the setup process, confirm their connectivity to the tour platform, and facilitate smooth transitions to sales personnel during virtual sessions. In addition, you will work closely with management to address any scheduling or guest-related issues, ensure timely and accurate reporting of sales data, and participate actively in team meetings and ongoing training.

This full-time position offers a competitive hourly wage of $19.23 and requires flexibility to work various shifts between 6:45 AM and 6:30 PM Pacific Time six days a week. Ideal candidates will have previous customer service experience, with preference given to those familiar with timeshare or hospitality industries. Strong communication skills, technical aptitude, and the ability to work independently in a remote setting are vital for success in this role. Hilton Grand Vacations values diversity and equal opportunity, providing reasonable accommodations for applicants with disabilities.

Job Requirements

High school diploma or equivalent experience
Able to work a flexible schedule including evenings, weekends, and holidays with hours based on Pacific Time zone
Must reside in the United States with preference for Hawaii, Arizona, Nevada, Utah, Texas
Previous customer service experience required
Timeshare or hospitality experience preferred
Strong verbal and written communication skills
Strong technical capacity to manage multiple systems simultaneously
Proficient in Microsoft Office
Self-motivated with strong time management skills
Able to work independently in a remote setting

Job Qualifications

High school diploma or equivalent experience
Previous customer service experience
Timeshare or hospitality experience preferred but not required
Strong verbal and written communication skills
Strong technical capacity to balance multiple systems and windows at a time
Proficient in Microsoft Office applications including Word, Excel, Outlook, and Teams
Self-motivated with strong time management skills
Able to work independently in a remote work-from-home setting

Job Duties

Acquire sales personnel attendance each morning for tour assignment purposes
Prepare and maintain the daily sales rotation and make vital adjustments accurately following strict tour rules
Use multiple sources to verify tour qualifications of guests prior to assigning tours to sales personnel
Contact guests at the scheduled tour time and walk them through the technical aspects of setting up for their virtual tour
Professionally interact with guests, update the tour status, identify the next available salesperson, confirm sales connection, and perform a warm transfer to start the tour session
Work with management to identify, research, and address problems relating to guest, schedules, gifting, and tour modifications
Follow required scripts in greeting and walking guests through the tour setup process while providing a high level of customer service
Input information into the system timely and accurately and ensure the virtual front desk is always covered
Verify that all computer input is accurate and timely and ensure all vital reporting is received and distributed on time
Attend required team meetings and training sessions on camera
Participate in skills assessments for training
Perform other duties as assigned