Hotel Reservations Specialist

2 days ago

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

Job Summary: 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, processing reservation transactions, and ensuring a seamless vacation experience.

Key Responsibilities:
  • Provide exceptional customer service and assistance via inbound and outbound phone calls and emails to hotel guests.
  • Process reservation transactions with accuracy and attention to detail, adhering to established policies and procedures.
  • Offer personalized recommendations and services to enhance guests' vacation experience.
  • Efficiently complete outbound call campaign assignments and meet 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 ownership to resolve issues/complaints by thoroughly researching the issue, identifying solution options, and escalating to a Supervisor as applicable.
  • Embrace Quality Assurance standards, follow established processes, and accept ongoing feedback and coaching to meet/exceed performance standards.
  • Maintain and expand job knowledge and skill development by participating in departmental and company training programs.
Requirements:
  • Strong customer focus and telephone manner.
  • Patience, flexibility, approachability, 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.
What We Offer:
  • Benefits that support Team Member health and financial wellbeing.
  • 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 programs.
  • Encouraging networking with colleagues.
  • Access to discounts and savings across major retailers through our perks at work scheme.
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.

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