The Reservations Optimization Specialist is responsible for analyzing offsite reservations and determining the most efficient location (onsite/offsite) based on availability and tour location. Must read and follow all policies and procedures provided. Perform other tasks as assigned. Employees must be available to work an in-office schedule and support the Inventory Managers assigned to various regions.
The Reservations Optimization Specialist reviews marketing reservations to decide if they can be moved to an onsite location. Specialists apply different systems, including Clarity, Voice, Concierge, and others, in their daily tasks. The Specialist collaborates with departments like Inventory Yield Management and Marketing, along with other internal and external contacts. Complete all reservation entries promptly and follow department policy and procedures or standard operating procedures.
- Reviews marketing reservation reports to choose reservations that will be transferred to an onsite location.
- Must have a basic understanding of the availability matrix.
- The specialist will call individuals booked to tour a property. They will offer a “surprise and delight” incentive to move them onsite to a resort.
- Processes the reservation move during the call and provides updated information to the guest.
- Handles and resolves any questions or concerns raised by the guest during the phone call.
- Effectively follows up with the guest on any information needing further investigation.
- Knowledge of cancellation policies and tour requirements.
- Tracks all calls and results.
Secondary responsibilities include:
- Ability to talk about extra nights
- Ability to discuss broader unit types or premium views units.
Knowledge, Skills, and Abilities:
To succeed in this position, the candidate should have the following qualifications, knowledge, skills, abilities, and experience:
Beginner - Intermediate Excel
- Ability to learn new applications.
- Strong attention to detail.
- Strong communication skills along with Phone & written.
Additionally, the following qualifications, knowledge, skills, abilities, and experience are desirable:
- Timeshare Experience.
- Hospitality Experience.
- Microsoft Office Applications.
Why Do Team Members Like Working For Us:
- Day One Benefits!
- Recognition Programs and Rewards!
- Discounted Hilton Hotel rates worldwide.
- 401(k) program with company match.
- Employee stock purchase program.
- Tuition reimbursement program.
- Numerous learning and advancement opportunities.
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.
Accommodations for individuals with disabilities are offered during the application and interview process. We also assist with performing vital job functions and receiving benefits. Please contact us to arrange accommodations.