Revenue Reservations Agent

We are a global team of memory makers, collaborators, industry leaders, innovators and so much more. We believe amazing vacations and experiences start with teams as diverse as the customers and communities we serve. At Hilton Grand Vacations, your future is bright!

Purpose of the Reservations Agent position is to drive Rental Revenue to achieve $150M+ annual Rental Budget by upselling Transient customers, booking reservations in GEM, Hilton’s Central Reservations System for 16-25 properties. Also responsible for booking Conventions and groups & Wholesale Reservations while delivering high levels of excellence in customer service, productivity, efficiency, and profitability established for the department. Commitment and dedication to our Spirit of Service cutler is an expected behaviour to be always displayed towards our guests and team members.

Key Responsibilities

• Books wholesale reservations and input Groups and Convention rooming lists for all properties.
• Answer phone calls in a cordial and professional manner. Assist guests with new reservations, modifications, and cancellations.
• Handle OTA reservations, maintain responses in Extranet, and respond to OTA emails in a timely manner.
• Works closely with accounting and coordinates charges & refunds respectively & research discrepancies for Business Management and Wholesale Manager
• Books specialty reservations and extended stays for Local Negotiated and Corporate Negotiated guests
• Assist Front Desk with reservations and inquiries
• Assist Reservations Manager with Booking.com credit card declines for all future dates by attempt to charge credit cards in Voice, update extranet for each guest requesting new credit card, cancel non-deposited reservations.
• Assist with Guest Assistance cases and respond in required time
• Assist Sales and Meetings and Conventions Managers with reservation requests and rooming lists.
• Maintains accurate records and documentation for all reservations.
• Research questions from Front Desk and Business Management related to guest disputes.
• Assist Revenue Manager and Senior Revenue Manager in identifying potential stop sell dates for Wholesale reservation.
• Assist in clearing waitlists at all properties.

Why do Team Members Like Working for us?

• Excellent health care options (medical, dental, and vision that encourage preventative care – that start on day 1!).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation.
• All new Team Members are automatically enrolled in the HGV Retirement Savings Plan.
• Our Go Hilton Team Member Travel Program offers accommodations at deeply discounted rates and 50% off at participating hotel-operated restaurants. Pass the savings on since HGV allows you to share additional discounted room nights.

Job details

• Full-time
• On-site

Key Skills

• Proficiency in reservation and data entry and operation of office equipment.
• Some skill level in Excel and Word.
• Ability to learn and perform essential job functions accurately, prioritize duties in a high volume reservations department and work independently with minimal supervision after the initial training period.
• Excellent English language communication skills in order to communicate both verbally and in writing with guests, owners and team members.

Experience required

• High school diploma or equivalent.
• 1-3 years related experience.

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on 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 accommodation.