Specialist, Hotel Reservations

Employer – Diamond Resorts (a subsidiary of Hilton Grand Vacations)

Location – Head Office on the outskirts of Lancaster City Centre. Office/Hybrid working options available.

Working Hours – The role requires the successful candidate to work five days over seven, 40 hours per week, between the hours of 8am-7pm across rostered shift patterns, including weekends and bank holidays.

We are now recruiting for a Hotel Reservations Agent for our Inbound Hotel Reservations Contact Centre.

What will I be doing? The successful candidate will be responsible for providing exceptional customer service and assistance via inbound and outbound phone calls and emails to hotel guests and processing reservation transactions to enable them to maximize their enjoyment of their vacation experience.

The main job duties will include, but are not limited to:

• Servicing a large volume of inbound and outbound calls and emails from hotel guests and processes reservation transactions in Clarity and other systems with accuracy and attention to detail per established policies and procedures, delivering exceptional customer service in a friendly, personalized manner.
• Providing accurate, comprehensive information about properties, products and services, and proactively offers resort recommendations and various products and services to enhance guests' vacation experience.
• Efficiently and productively completes outbound call campaign assignments and uses campaign SOPs to achieve campaign-specific objectives.
• Complying with customer information and data security processes at all times.
• Responding to emails and requests for call-backs within established response time standards.
• Following defined policies and procedures for all departmental functions.
• Taking personal ownership to resolve issues/complaints by thoroughly researching the issue, identifying solution options, escalating to a Supervisor as applicable per established policies and procedures, and following up to ensure resolution is implemented and confirmed back to customer in a timely manner.
• Embracing all Quality Assurance standards, follows established processes, and willingly accepts ongoing feedback and coaching to meet/exceed established performance standards consistently.
• Maintaining and expands job knowledge and skill development by actively participating in departmental and company training programs and educational opportunities.
• Proactively participates in team meetings and feedback sessions.
• Proactively advises Supervisor of problems with computer equipment, Clarity, CXone and other systems immediately to support maximum efficiency and productivity.
• Complying with CXone Optimizer adherence standards and manages time effectively for maximum efficiency and productivity.
• Adhering to assigned shift schedules and breaks, lunch and task assignment schedules.
• Welcomes new team members and willingly serves as an onboarding/training partner during new hire training, and maintains a spirit of teamwork and support by sharing product knowledge, best practices, and proven conversion techniques on an ongoing basis with their peers.
• Providing support to the team on global projects where required such as rebranding efforts or registration of products.

What are we looking for from candidates? We are a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company's success are our Team Members.

To fulfil this role successfully, you must possess the following minimum qualifications and experience:

• Strong customer focus and telephone manner
• Patience, flexibility, approachable, accessible and empathy
• Positive and productive work culture
• Excellent communication skills, both written and verbal
• Ability to work well in teams
• Focused and self-motivated approach to work
• Flexible attitude

Education – High School/GED

In turn, the successful candidate can expect to benefit from a range of benefits including:

• Benefits that support Team Member health and financial wellbeing, including eligibility to an Employee Assistance Programme giving employees 24-hour access to unlimited 1-2-1 counselling, wellbeing support and guidance
• Hotel discounts for Team Members, family and friends
• Free parking
• Generous holiday entitlement
• An open-minded culture committed to diversity and inclusion
• Career Progression through online learning and training programmes
• Encouraging networking with colleagues
• Access to discounts and savings across major retailers through our perks at work scheme

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

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.