Note: The job is a remote job and is open to candidates in USA. Hilton Grand Vacations is a hospitality and vacation ownership company offering resort experiences and travel services. The Pre Arrival Marketing Representative proactively contacts owners and guests before their vacations, books qualified resort preview and timeshare tour appointments, and assists with tours, activities, and other approved experiences. The role also manages lead lists, maintains accurate records, and delivers exceptional guest service while meeting sales and booking goals.
Responsibilities
- Proactively contact Owners and guests through outbound calls and email prior to arrival
- Promote and book qualified Hilton Grand Vacations resort preview and timeshare tour appointments
- Recommend and assist with booking tours, activities, excursions, events, and approved vacation experiences
- Build rapport and create excitement around each guest's upcoming travel plans
- Manage assigned lead lists and achieve daily outbound call expectations
- Maintain accurate documentation and call dispositions within company systems
- Promote HGV Ultimate Access events and approved offerings
- Collaborate with leadership to resolve guest concerns and deliver exceptional service
- Maintain compliance with all company policies, procedures, and quality standards
Skills
- Validated experience in tours and activities sales or concierge services, with a demonstrated track record of meeting or exceeding sales and booking goals
- Minimum 1 year of customer service experience (hospitality, retail, call center, or similar customer-facing environment)
- Strong interpersonal guest relations and etiquette skills; ability to build rapport and deliver a professional, service-focused experience
- Excellent verbal and written communication skills
- Demonstrated ability to multitask, balance priorities, and work effectively in a fast-paced environment
- Ability to work independently, apply critical thinking, and collaborate successfully in a team setting
- Computer literate with the ability to learn customer service software applications and tools
- Schedule Flexibility: must be able to work all days and shifts, including weekends and holidays
- High School Diploma/GED
- Previous sales-related call center experience and/or timeshare marketing experience
- Previous knowledge of Salesforce applications (or similar CRM experience)
- Thorough understanding of the local area, including restaurants, sightseeing, locations, directions, and optional tours/activities
Benefits
- Commission and bonuses governed by a compensation plan
- A $2,500 monthly incentive guarantee for up to six months
- Day One Medical Coverage: Medical, dental, and vision insurance starting your first day.
- Generous Paid Time Off: Vacation, sick time, and paid parental leave.
- Financial Benefits: 401(k) with company match, life insurance, and an employee stock purchase program.
- Tuition reimbursement for job-related degrees and certifications.
- Team Member discounts, travel programs, and resort benefits.
Company Overview