Tour Verification Agent Concierge

Tour Verification Agent Concierge

The Tour Verification Agent's mission is to verify and ensure that all tours are accounted for and properly coded to maximize our pipeline and assure accuracy and consistency among all sites. Also, the Tour Verification Agent is responsible for collecting all no show and rack rate fees; as well as discovery calls.

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

At Hilton Grand Vacations, the foundation of our culture is about putting people first, beginning with our customer. By allowing the power of our customers to inspire the best in us, we empower our Team Members to become proud owners of accountability, we solidify our leadership position in the industry, and we help our customers get the most out of their vacation ownership journey through the world-class properties and unparalleled experiences we offer them.

Through inspired ownership, continual evolution, and a commitment to uphold the highest standards, our Team Members feel proud, our customers feel valued, and every encounter feels simply grand. And that comes with grand opportunities for growth.

As a Tour Verification 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 :

• Maintain an upbeat, positive and motivated demeanor especially when interacting with Hilton guests, coworkers and managers.
• Adhere to approved scripts while performing all discovery and collection calls.
• Review Daily Tour Report
• Call guests with the purpose to collect appropriate fees if the guest did not attend the tour / no show to reservation.
• Provide Customer Care / Concierge Manager with ongoing feedback when proper qualification by the sales representative has not occurred and / or if any misrepresentation has occurred.
• Verify the guest has received accurate information about package cost, premiums, tour, accommodations and qualifications.
• Ensure accuracy of customer package information and handle situations with dissatisfied guests while assisting them with their inquires.

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 :