Deliver exceptional guest experiences while helping travelers plan their dream vacations.
As a Concierge Agent, you will play a vital role in creating memorable guest experiences by connecting with travelers who have booked Hilton Grand Vacations marketing packages. In this customer-focused role, you will make outbound confirmation and welcome calls, assist guests with vacation planning, coordinate reservation changes, and answer questions regarding upcoming stays. This position is ideal for individuals with strong communication skills, a passion for hospitality, and a commitment to delivering outstanding customer service.
Schedule Details:
- Department hours: 12:30 PM – 9:00 PM EST, Monday–Friday
- Saturday: 9:30 AM – 6:00 PM EST
- Sunday: Off
- One additional weekday off each week
- Paid Training: 4 weeks, Monday–Friday, 9:00 AM – 4:00 PM EST
Why Join Hilton Grand Vacations?
- Competitive hourly pay plus performance-based bonuses
- Access earned wages before payday through DailyPay®
- Medical, Dental, and Vision benefits starting on Day One
- Generous Paid Time Off (PTO) and Paid Sick Time
- 401(k) retirement plan with company match
- Employee Stock Purchase Program (ESPP)
- Tuition assistance and professional certification reimbursement
- Employee recognition and rewards programs
- Career advancement and internal growth opportunities
- Supportive team environment and comprehensive training
Key Responsibilities:
- Provide complete and accurate information to guests on every telephone call. Especially information about tour presentations, accommodations, premiums, and promotions.
- Handle situations with dissatisfied guests and offer resolutions.
- Maintain an upbeat, positive and motivated demeanor especially when interacting with Hilton guests, coworkers, and managers.
- Use Excel spreadsheets to track tour data, NQ information, shuttle pickups, and premium issues.
- Assist management with special projects relating to customer service.
- Confirm a specific percentage of all leads for the following month.
- Ensure the privacy and security of confidential information about guests
Qualifications:
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- High School Diploma/GED
- Proficient with Microsoft Word, Excel and Outlook
- Excellent written and verbal communication skills with a strong sense of customer service
- Good organizational skills and detail-oriented
- Customer service, hospitality, guest relations, concierge services, vacation planning, reservation management, call center support, inbound and outbound calling, problem resolution, communication skills, Microsoft Excel, attention to detail, multitasking, guest satisfaction, conflict resolution, and a passion for delivering exceptional hospitality experiences.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation
Daily Pay Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.