Hilton Grand Vacations
Hilton Grand Vacations is a global leader in vacation ownership with premium resorts.
Agent Pre-Arrival Upgrade
Assist guests pre-arrival, confirm reservations, guide tours, and provide concierge support.
Job Highlights
About the Role
On the day of arrival, the specialist welcomes guests, assists with transportation to the tour, and ensures all required parties attend as scheduled. They provide general concierge services for members, owners, and guests, offering area information and booking activities prior to arrival. The specialist also assists with package‑related inquiries, addresses dissatisfied guests, and creates resolutions. • Call guests within 45 days to confirm reservations, tours, and vacation package details • Answer guest questions and provide accurate information about tours, accommodations, premiums, and promotions • Welcome guests on arrival day and coordinate transportation to the timeshare tour • Ensure all required participants attend the scheduled tour • Supply concierge services, including area information and activity bookings for members, owners, and guests • Assist guests with inquiries related to their purchased packages • Handle dissatisfied guests and develop appropriate resolutions • Provide Sales Agents with qualified prospects for timeshare presentations and events
Key Responsibilities
- ▸guest calls
- ▸reservation confirmation
- ▸tour coordination
- ▸concierge service
- ▸issue resolution
- ▸prospect qualification
Work Environment
Office Full-Time