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Hotel Reservations Specialist

2 months ago

Lancaster, Lancashire, United Kingdom Hilton Grand Vacations Full time
Job Title: Hotel Reservations Specialist

About the Role:

We are seeking a highly skilled and customer-focused Hotel Reservations Specialist to join our team at Hilton Grand Vacations. As a key member of our Inbound Hotel Reservations Contact Centre, you will be responsible for providing exceptional customer service and assistance via inbound and outbound phone calls and emails to hotel guests.

Key Responsibilities:

  • Process reservation transactions in Clarity and other systems with accuracy and attention to detail, delivering exceptional customer service in a friendly, personalized manner.
  • Provide accurate, comprehensive information about properties, products, and services, and proactively offer resort recommendations and various products and services to enhance guests' vacation experience.
  • Efficiently and productively complete outbound call campaign assignments and use campaign SOPs to achieve campaign-specific objectives.
  • Comply with customer information and data security processes at all times.
  • Respond to emails and requests for call-backs within established response time standards.
  • Follow defined policies and procedures for all departmental functions.
  • Take 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, follow established processes, and willingly accept ongoing feedback and coaching to meet/exceed established performance standards consistently.
  • Maintain and expand job knowledge and skill development by actively participating in departmental and company training programs and educational opportunities.
  • Proactively participate in team meetings and feedback sessions.
  • Proactively advise Supervisor of problems with computer equipment, Clarity, CXone, and other systems immediately to support maximum efficiency and productivity.
  • Comply with CXone Optimizer adherence standards and manage time effectively for maximum efficiency and productivity.
  • Adhere to assigned shift schedules and breaks, lunch, and task assignment schedules.
  • Welcome new team members and willingly serve as an onboarding/training partner during new hire training, and maintain a spirit of teamwork and support by sharing product knowledge, best practices, and proven conversion techniques on an ongoing basis with their peers.
  • Provide support to the team on global projects where required, such as rebranding efforts or registration of products.

Requirements:

  • 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.

About Us:

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.

Benefits:

  • 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.