Job Description

An Assist. Manager, Sales & Marketing Guest Service ensures the smooth flow of tours to the Direct Sales virtual teams and the integrity of guest/tour information.  They are responsible for the handling of reports for team members, and they assist with the daily tasks of the Guest Coordinators.  They set performance standards for Guest Coordinators and hold them accountable for their overall performance.

 

Adheres to protocol standards as established by Hilton Grand Vacations Club and the department Manager Assists internal customers (Marketing Representatives, Sales Executives and management) and external guests by phone Performs all duties of a Guest Service Front Desk agent and provides daily leadership support to th entire team Provides current and accurate lead and tour data by conducting daily, weekly, and monthly maintenance of tour data.  This is done to ensure the integrity and usefulness of the data. Continually monitors Tour Multi-Analysis reports under different sets of breakdowns to ensure data integrity Monitors data for inconsistencies/discrepancies in coding and reports it to the appropriate manager Presents ideas for process improvements with the manager Performs all duties of a Manager-on-Duty when the Manager is unavailable Updates, maintains and provides new hire and ongoing training for Guest Service Front Desk in all approved and required systems, tour rules, coding, marketing promotions, reporting and tour data accuracy Assists with scheduling Guest Service Front Desk Conducts one-on-one training on a routine basis with new and current team members to ensure that data is as accurate as possible upon initial entry, with a focus on the prevention of errors Ensures proper phone etiquette and customer service is of the highest standards Ensures the number of slots in each wave/line is adjusted to the number of Sales Executives scheduled to work Creates and updates procedures to ensure the smooth flow of operations within the department Creates & prints assigned reports in a timely manner and improves reports whenever possible Must know all tour/marketing coding and Front Desk processes Performs any reasonable request by management that supports the department’s mission and goals Must be available to work weekends and evenings as required per business needs. Responsible for accounting true-up for any gifting discrepancies.