Job Details
Job Description
Job Title – Hotel Reservations Specialist (Inbound)
Employer – Diamond Resorts (a subsidiary of Hilton Grand Vacations)
Location – Lancaster
Working Hours – The role requires the successful candidate to work five days over seven, 40 hours per week, between the hours of 8am-8pm across rostered shift patterns.
Office/Hybrid Working available.
We are now recruiting for a Hotel Reservations Agent for our Inbound Hotel Reservations Contact Centre in our Head Office on the outskirts of Lancaster city centre.
What will I be doing?
The successful candidate will be responsible for providing exceptional customer service and assistance via inbound and outbound phone calls and emails to hotel guests and processing reservation transactions to enable them to maximize their enjoyment of their vacation experience.
The main job duties will include, but are not limited to:
·Services a large volume of inbound and outbound calls and emails from hotel guests and processes reservation transactions in Clarity and other systems with accuracy and attention to detail per established policies and procedures, delivering exceptional customer service in a friendly, personalized manner.
·Provides accurate, comprehensive information about properties, products and services, and proactively offers resort recommendations and various products and services to enhance guests’ vacation experience.Uses personalized discovery and conversion techniques to maximize transactions that generate occupancy and revenue to achieve defined business goals.
·Efficiently and productively completes outbound call campaign assignments and uses campaign SOPs to achieve campaign-specific objectives.
·Complies with customer information and data security processes at all times.
·Responds to emails and requests for call-backs within established response time standards.
·Follows defined policies and procedures for all departmental functions.
·Takes personal ownership to resolve issues/complaints by thoroughly researching the issue, identifying solution options, escalating to a Supervisor as applicable per established policies and procedures, and following up to ensure resolution is implemented and confirmed back to customer in a timely manner.
·Embraces all Quality Assurance standards, follows established processes, and willingly accepts ongoing feedback and coaching to meet/exceed established performance standards consistently.
·Maintains and expands job knowledge and skill development by actively participating in departmental and company training programs and educational opportunities.
·Proactively participates in team meetings and feedback sessions.
·Proactively advises Supervisor of problems with computer equipment, Clarity, CXone and other systems immediately to support maximum efficiency and productivity.
·Complies with CXone Optimizer adherence standards and manages time effectively for maximum efficiency and productivity.
·Adheres to assigned shift schedules and breaks, lunch and task assignment schedules.
·Welcomes new team members and willingly serves as an onboarding/training partner during new hire training, and maintains a spirit of teamwork and support by sharing product knowledge, best practices, and proven conversion techniques on an ongoing basis with their peers.
·Providing support to the team on global projects where required such as rebranding efforts or registration of products.
·Full time role, 40hours per week, dependant on business needs.
·This role does encompass shift work
QualificationsQualifications
What are we looking for from candidates?
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 fulfil this role successfully, you must possess the following minimum qualifications and experience:
•Strong customer focus and telephone manner
•Patience, flexibility, approachable, accessible and empathy
•Positive and productive work culture
•Excellent communication skills, both written and verbal
•Ability to work well in teams
•Focused and self-motivated approach to work
•Flexible attitude
Education – High School/GED
In turn, the successful candidate can expect to benefit from a range of benefits including:
•Benefits that support Team Member health and financial wellbeing, including eligibility to an Employee Assistance Programme giving employees 24-hour access to unlimited 1-2-1 counselling, wellbeing support and guidance
•Hotel discounts for Team Members, family and friends
•Free parking
•Generous holiday entitlement
•An open-minded culture committed to diversity and inclusion
•Career Progression through online learning and training programmes
•Encouraging networking with colleagues
•Access to discounts and savings across major retailers through our perks at work scheme
About us – Hilton Grand Vacations
Applicants should note that Diamond Resorts (Europe) Limited is part of the Hilton Grand Vacations Inc. group of companies. If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV.
To find out more or contact us directly, please email
