Specialist Reservations Support

Hilton Grand Vacations is a renowned hospitality company specializing in timeshare vacation ownership, dedicated to delivering exceptional guest experiences and outstanding service. Established over 30 years ago, the company has earned a strong reputation for fostering a family-friendly culture and work-life balance, as reflected in its four-star rating and recognition by Newsweek as one of America's Greatest Workplaces for Parents and Families. Hilton Grand Vacations operates a network of luxurious resorts, call centers, and corporate offices, all focused on catering to the unique needs of their Owners, Members, and Guests. The company is committed to diversity, equal opportunity, and creating an inclusive work environment that supports individuals from all backgrounds, including those with disabilities, ensuring they have access to the necessary accommodations and resources to thrive.

The Specialist, Reservations Support role, based in Orlando, FL, is integral to Hilton Grand Vacations' mission of providing seamless, timely, and accurate reservation support to enhance the overall guest experience. As part of this dynamic position, you will work closely with hotel partners, internal departments, and advanced reservation systems to manage inventory, process bookings, and resolve any reservation-related issues effectively. This position demands a commitment to operational excellence and collaborative coordination to ensure every guest receives reliable accommodations tailored to their travel needs.

In this role, you will be responsible for managing various reservation systems such as AS400, Concierge, Clarity, Voice, and hotel partner portals, ensuring accurate booking, modifications, and cancellations. You will handle daily hotel manifests, follow up on missing or unreturned documents, and maintain detailed records to safeguard inventory accuracy. Coordinating hotel partner onboarding is another critical aspect of your duties, where you will collaborate on workflows, establish expectations, and foster strong working relationships to guarantee smooth communication and efficient processes.

You will also be tasked with managing close-in reservations, ensuring confirmation numbers are obtained promptly, processing manual resort bookings and change requests, and increasing inventory through managing name changes and real-time cancellation communications. Your ability to audit, record, and analyze hotel manifests, as well as communicate discrepancies and upgrade opportunities, will play a pivotal role in optimizing the reservation process.

Collaboration extends beyond your immediate team, as you will work alongside Hotel Buyers, Travel Partnerships, and Hotel Procurement teams to address availability discrepancies, identify new inventory opportunities, and oversee Select Area Hotel re-distribution aligned with contracted inventory. Performing GDS audits and maintaining up-to-date availability, rates, and allotments are vital responsibilities that support the efficient management of hotel partnerships.

Using Salesforce for documentation, tracking, and issue resolution, you will monitor partner and reservation concerns with attention to detail. A thorough understanding of vacation offers, destination specifics, participation details, and system updates will empower you to provide knowledgeable support and contribute meaningfully to the guest reservation experience.

This full-time role offers the opportunity to grow within a reputable global company committed to its Team Members' professional and personal development. Hilton Grand Vacations supports a culture that values collaboration, innovation, and dedication, making it an excellent choice for anyone looking to advance their career in the hospitality industry while delivering exceptional guest service.