Together, We Can.
The Lead is responsible for supporting daily operations while providing guidance, oversight, and support to team members. This role acts as a bridge between management and staff, helping ensure policies, procedures, and performance standards are followed while fostering a positive and productive work environment.
- Accurately inputs tour data and guest information in the Company database.
- Answers incoming calls, applying proper telephone etiquette, ensuring that an ongoing effort to provide exceptional customer service is made at all times.
- Checks availability for guest tours and tour information from concierge.
- Searches/researches guest names and tour history in company database.
- Assists sales, marketing and guests as needed.
- Maintains accurate records and logs of all tour booking activity.
- Creates and distributes daily reports of departmental activity.
- Responsible for daily deposit log of concierge tour deposits.
- Responsible for completing all required company trainings and Compliance courses as assigned.
- Adhere to company standards and maintains compliance with all policies and procedures.
- Perform other related duties as assigned.
- Address routine issues or concerns and escalate more serious matters to management.
- Monitor performance and provide feedback to support development and improvement.
- Computer proficiency in Microsoft Word, Excel and Outlook.
- Ability to operate general office machinery (i.e. computer, copy machine, fax machine, etc.).
- Ability to work over the telephone for a majority of the workday.
- Ability to learn new programs and type efficiently.
- Ability to interpret policies, procedures, and manuals.
- Excellent customer service skills.,
- Excellent time management skills, including the ability to organize and manage multiple priorities.
- Ability to take initiative and effectively adapt to frequent changes.
- Ability to recognize an emergency situation and take appropriate action.
- Able to establish and maintain cooperative working relationships with internal and external Customers.
- Make appropriate job decisions by following standard department policies and practices.
- Strong analytical and problem solving skills.
- Ability to work as part of a team and/or independently with minimal supervision.
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Able to perform a variety of duties, often of a different nature changing from one task to another, with impending deadlines and/or established timeframes.
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Ability to speak competently and confidently in a public setting.
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Able to effectively perform job duties with frequent interruptions and/or distractions.
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Accurate cash handling skills (the ability to count currency, make and count back change).
- Ability to work a flexible schedule: including nights, weekends, holidays, approved overtime and alternative schedules or shifts as requested by management.
- Ability to stand for long periods of time.
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.
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
