Job Description

There’s something truly outstanding about Hilton Grand Vacations. The foundation of our culture has been about building memorable experiences and making a positive impact within our industry and the communities in which we live and work. Our Team Members are the driving force behind these efforts. It is their talent, passion, and dedication to our brand that has fueled the success of Hilton Grand Vacations!

As a Concierge Supervisor, you will be responsible for all aspects of the Concierge Department including coaching, training, and monitoring calls, and Show % of Concierge Representatives to increase efficiency and ensure outstanding customer service for all of our customers.

Assist Concierge Representatives with day-to-day activities and provide them with guidance and motivation. Train, track daily production & attendance, coach and performance manage team according to production standards. Handle all Cancel/Save requests whether via written correspondence or phone. Take over escalated guest calls to fix issues and provide guest satisfaction Manage revenue by making sure the accurate fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges when applicable Monitor and give feedback on phone calls of concierge reps. Assist with team payroll, performance manage missed pushes, pay corrections, etc. Build monthly strategies to accomplish monthly goals Monitor and maintain the lead distribution, track our show %, and follow up on any tour related special projects. Ensure the privacy and security of confidential information about guests and team members alike. Maintain an upbeat, positive and motivated demeanor especially when interacting with HGV guests, coworkers, and managers. Team Member is responsible for any other duties as assigned by management based on business needs.