Dispatch Agent

Company: Hilton Grand Vacations ( Learn More )

General Information
US-NV-Las Vegas
N/A
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job Description What will I be doing?

As a Dispatch Agent you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:

Responsible for accurately recording guest tour presentation reservations in the system. Assist marketing management in monitoring and directing tour flow and is the central hub of communication with all of the Marketing Departments, including but not limited to: Hotel Marketing, In-House Marketing, Transportation Department, Gifting, Hosts, Front Desk Experience Coordinators and Guest Arrival Tour Host.

  • Excellent phone skills, with a customer friendly demeanor towards all marketing team members as well as other internal and or external customers. Demonstrates proper telephone techniques and communication etiquette at all times in accordance with HGV's Spirit of Service standards.
  • Provide accurate data entry for guest tour presentation and Bounce backs.
  • Prepare and process manifests of tour appointments, along with tracking throughout the day qualified tours, NQ's, and No Shows.
  • Assist marketing management with personnel time monitoring.
  • Support marketing promotional activities.
  • Assist in monitoring and distributing marketing support materials.
  • Is responsible for making contact by making a minimum of 2 attempts for welcome calls to In-House and Hotel Marketing guests to remind them of their presentation, give directions, and answer additional questions.
  • Responsible for giving up-to-date tour information to the Hotel Marketing Specialist, In-House Marketing, Experience Coordinators and Ambassadors such as: current gifting information, waves that have reached the maximum tour flow, and any important information given out by management.
  • Handle guest complaints as needed in a professional courteous manner, giving 100% customer service, i.e., gifting issues, general customer complaints, and tour reschedules. Any and all customer complaints need to be sent daily via email to Marketing Management.
  • Support the Hotel Marketing Specialist, In-House Marketing Coordinators, Experience Coordinators and Ambassadors in their daily job performance, tour information, Bounce back booking/information, or with general questions. Provide positive daily feedback to Hotel Marketing Specialist, In-House Coordinators, Experience Coordinators and Ambassadors.
  • Updates reports daily for Marketing Management.
  • Answer our toll free line and direct the guests to the right department.
  • Answer / call back all voicemail calls that come in.
  • Must be available to work Saturdays, Sundays, evenings, holidays and any other days/ hours as required per business needs.
  • Carries out reasonable request by management of which the employee is capable of performing.


  • What are we looking for?

    Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment 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.
  • Must be computer literate with excellent typing skills.
  • Must have experience handling high volume of inbound/outbound phone calls.
  • Detail oriented and able to work well under high pressure while maintaining a high level of professionalism.

  • It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • 10 key by touch preferred.

  • What will it be like to be a Team Member with Hilton Grand Vacations?

    There's something truly unique about Hilton Grand Vacations. The foundation of our culture has been about creating 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 commitment to our brand that has fueled the success of Hilton Grand Vacations.

    Hilton Grand Vacations develops, markets, and operates a system of brand-name, high-quality vacation ownership resorts in highly desirable vacation destinations. Our company also manages and operates two innovative club membership programs: Hilton Grand Vacations Grand Vacations Club® and The Hilton Club®, providing exclusive exchange, leisure travel, and reservation services for more than 250,000 Club Members.

    EOE/AA/Disabled/Veterans

    Job Requirements