We are a global team of memory makers, collaborators, industry leaders, innovators and so much more. We believe amazing vacations and experiences start with teams as diverse as the customers and communities we serve. At Hilton Grand Vacations, your future is bright!
Purpose of the Reservations Agent position is to drive Rental Revenue to achieve $150M+ annual Rental Budget by upselling Transient customers, booking reservations in GEM, Hilton’s Central Reservations System for 16-25 properties. Also responsible for booking Conventions and groups & Wholesale Reservations while delivering high levels of excellence in customer service, productivity, efficiency, and profitability established for the department. Commitment and dedication to our Spirit of Service cutler is an expected behaviour to be always displayed towards our guests and team members.
Key Responsibilities
Books wholesale reservations and input Groups and Convention rooming lists for all properties. Answer phone calls in a cordial and professional manner. Assist guests with new reservations, modifications, and cancellations. Handle OTA reservations, maintain responses in Extranet, and respond to OTA emails in a timely manner. Works closely with accounting and coordinates charges & refunds respectively & research discrepancies for Business Management and Wholesale Manager Books specialty reservations and extended stays for Local Negotiated and Corporate Negotiated guests Assist Front Desk with reservations and inquiries Assist Reservations Manager with Booking.com credit card declines for all future dates by attempt to charge credit cards in Voice, update extranet for each guest requesting new credit card, cancel non-deposited reservations. Assist with Guest Assistance cases and respond in required time Assist Sales and Meetings and Conventions Managers with reservation requests and rooming lists. Maintains accurate records and documentation for all reservations. Research questions from Front Desk and Business Management related to guest disputes. Assist Revenue Manager and Senior Revenue Manager in identifying potential stop sell dates for Wholesale reservation. Assist in clearing waitlists at all properties.Why do Team Members Like Working for us?
Excellent health care options (medical, dental, and vision that encourage preventative care – that start on day 1!). Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation. All new Team Members are automatically enrolled in the HGV Retirement Savings Plan. Our Go Hilton Team Member Travel Program offers accommodations at deeply discounted rates and 50% off at participating hotel-operated restaurants. Pass the savings on since HGV allows you to share additional discounted room nights.