Specialist Hotel Reservations

3 months ago

Lancaster, United Kingdom Hilton Grand Vacations Full time

**Job** **Description**

**Job Title** - Hotel Reservations Specialist (Inbound)

**Employer** - Diamond Resorts (a subsidiary of Hilton Grand Vacations)

**Location** - Lancaster

Office/Hybrid Working available.

We are now recruiting for a Hotel Reservations Agent for our Inbound Hotel Reservations Contact Centre in our Head Office on the outskirts of Lancaster city centre.

**What will I be doing?**

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

- Provides accurate, comprehensive information about properties, products and services, and proactively offers resort recommendations and various products and services to enhance guests' vacation experience. Uses personalized discovery and conversion techniques to maximize transactions that generate occupancy and revenue to achieve defined business goals.
- Efficiently and productively completes outbound call campaign assignments and uses campaign SOPs to achieve campaign-specific objectives.
- Complies with customer information and data security processes at all times.
- Follows defined policies and procedures for all departmental functions.
- Takes 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.
- Embraces all Quality Assurance standards, follows established processes, and willingly accepts ongoing feedback and coaching to meet/exceed established performance standards consistently.
- Maintains 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.
- Complies with CXone Optimizer adherence standards and manages time effectively for maximum efficiency and productivity.
- Adheres 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.
- Full time role, 40hours per week, dependant on business needs.
- This role does encompass shift work

**Qualifications**

**Qualifications**

Hilton Grand Vacations is 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
- 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

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