Assistant Manager Marketing (Call Center Pre-Arrival)

An Assistant Marketing Manager (Call Center Pre-Arrival) improves department growth through the development of new program and innovative training methods while streamlining effective tour booking processes during phone bookings and in person contacts.

What will I be doing?

• Liaison between multiple teams to ensure practices are consistent and adaptable to environmental changes. Find opportunities to collaborate between pre-arrival teams, phone teams, concierge, marketing leadership and sales team to align each area with one vision while. Build a one-team concept where every team is interlocked with one vision and overall goal.

• Develop and detail a process that applies our approved systems to improve communication between the various departments to ensure a smooth hand-off between teams to improve results.

• Collaborate with resort operations to partner on Club Member events, such as owner experiences that focus on overall vacation experience and tour generation. Responsible for the set-up, execution, reporting and overall success of all owner experiences.

• Handle customer questions, problems, complaints requiring management intervention.

• Provide leadership, training and development support to pre-arrival teams as well as other team members as related to pre-arrival initiatives. Assist with writing, monitoring, and implementing accurate scripting and communication both written and oral.

• Mentor and coach team members through ongoing training and feedback sessions. Provide documentation if vital to hold team members accountable to at least meet target expectations. Provide ongoing trainings to communicate new Club Member benefits, new properties and exciting upcoming changes within our program to allow team members to expand their presentation skills to appeal to a vast Club Member audience driving penetration.

• Develop and coordinate the execution of innovative marketing programs and services to ensure accurate information is provided to all team members that are focusing on providing Hilton Grand Vacations branded customer service to guests, team members, managers and hotel staff.

• Assist with the development, implementation and regulation of department policies and procedures as advised by Director of Marketing. Apply protocol standards as established by Hilton Grand Vacations Club and the respective directors and department managers.

• Supervise and assist in the evaluation of call statistics including the number of inbound/outbound calls, contact percentage, call times and wrap up times on a daily, weekly and monthly basis. Provide weekly and monthly analysis of reporting and suggestions for growth.

• Regularly supervise team member's calls to ensure they are providing accurate information to all guests, team members and vendors as well as providing outstanding customer service. Conduct monthly one-on-ones that include goal setting, call review and training.

• Perform any reasonable request by management that supports the department's mission and goals.

What are we looking for?

• Minimum 3 years of guest service experience with a consistent record of resolving customer service issues or vendor service issues.

• Proven track record of meeting targets.

• Proficiency with Microsoft Word, Excel and Outlook.

• Excellent interpersonal skills, oral and written communication skills.

• Strong organizational skills to run multiple duties in a fast-paced work environment.

• High school diploma or equivalent.

• Ability to work a flexible schedule to include evenings and weekends.

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

• 3 + years of supervisory experience and/or experience leading a team.

• Timeshare sales or marketing experience with Hilton Grand Vacations or branded timeshare company.

• BA/BS/Bachelor's Degree.

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.

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.