Reservations Agent

Are you an outstandingly motivated individual ready to join a world-class team? Hilton Grand Vacations invites you to become part of our ambitious team as a Reservations Agent. Your role will be pivotal in delivering detailed customer service and ensuring our guests' experiences are nothing short of outstanding!

• Book 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.
• Manage OTA reservations, keep responses updated in Extranet, and reply to OTA emails promptly.
• Coordinate with accounting to manage charges & refunds and research discrepancies for Business Management and Wholesale Manager.
• Book specialty reservations and extended stays for Local Negotiated and Corporate Negotiated guests.
• Assist Front Desk with reservations and inquiries.
• Assist the Reservations Manager with Booking.com credit card declines for all future dates. Attempt to charge credit cards in Voice. Update the extranet for each guest requesting a new credit card. Cancel reservations without deposits.
• Handle Guest Assistance cases and respond within the required time.
• Support Sales and Meetings and Conventions Managers with reservation requests and rooming lists.
• Maintain accurate records and documentation for all reservations.
• Review group cut-off dates to ensure group blocks are released and returned to inventory promptly.
• Research questions from Front Desk and Business Management related to guest disputes.
• Support the Revenue Manager and Senior Revenue Manager in pinpointing potential stop-sell dates for Wholesale reservations.
• Clear waitlists at all properties.
• Carry out extra duties and special projects as directed by the Revenue Manager and Reservations Manager.

The candidate must possess the necessary knowledge, skills, and abilities and be able to demonstrate they can perform the essential job functions, with or without reasonable accommodation.

• Proficiency in reservation and data entry and operation of office equipment.
• Ability to multi-task by booking reservations, investigating various reservation systems while delivering outstanding customer service to guests on the phone.
• Skill in understanding and performing essential job duties accurately, managing priorities in a fast-paced reservations department, and operating independently with limited supervision following the initial training period.
• Demonstrates excellence in service quality standards by delivering outstanding hospitality to all team members and guests. Meets their needs and ensures accurate standards of conduct and efficiency are always followed.
• Excellent English language communication skills to communicate both verbally and in writing with guests, owners, and team members.
• Must be willing to work under pressure and be capable of adapting to changing environments.
• Computer experience required with knowledge of Outlook, Word, and Excel.

• Knowledge of Voice and Journey systems preferred.

Why do Team Members Like Working for us:

• Day One Benefits!
• Our Mission and Values.
• Internal growth opportunities.
• Being part of an industry leader in the hospitality field.
• Recognition Programs and Rewards!
• Discounted Hilton Hotel rates worldwide.
• 401(k) program with company match.
• Employee stock purchase program.
• Tuition reimbursement program.

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 provide reasonable accommodation to individuals with disabilities for the application and interview process. We also offer accommodation to perform essential job functions and to receive employment benefits and privileges. Please contact us to request an accommodation.