Hilton Grand Vacations

Marketing

• Directly responsible for completing the process of booking eligible tours on the phone
• Call owners and guest before they arrive to the resort to offer concierge services and invite them to go on a sale presentation.
• Responsible for personal performance metrics on the phone.
• Meet or go above and beyond for marketing metrics.
• Ensure guests meet minimum eligibility for gifts as approved or promote a courtesy tour.
• Champion Hilton quality customer care service throughout all Marketing channels.
• Secure future business through vacation package sales.
• Distribute only HGV authorized information, collateral, and materials.
• Maintain location operating standards.
• Follow gifting procedures.
• Assist with tour or marketing related issues.
• Confirm appointments with guests to ensure tour reservations and improve show rate.
• Responsible for ensuring all marketing initiatives are being delivered.
• Build and develop a motivated team environment out in the field.
• Will need to work weekends, holidays, mornings, nights, and any other days/ hours as required per business needs.
• Carries out all reasonable requests by management.

Marketing Representative

Guest Services

• Provide excellent service to internal and external customers as a Guest Services Coordinator.
• Support the Sales and Marketing departments by handling policies and qualifications and assigning agents with guests for vacation ownership sales presentations.
• Acquire sales personnel attendance each morning for tour assignment purposes.
• Prepare & maintain the daily sales rotation and make adjustments accurately according to strict tour rules.
• Verify tour qualifications of guests prior to assigning tours to sales personnel.
• Contact guests at the scheduled tour time and walk them through technical aspects of setting up for their virtual tour.
• Professionally interact with guests, updating the tour and identifying the next available salesperson.
• Work with management to identify, research, and address problems relating to guest, schedules, gifting, and tour modifications.
• Follow required scripts in greeting and walking guests through the tour setup process while providing hospitality.
• Ensure that all computer input is thoroughly verified for accuracy and timeliness.

Guest Services Coordinator

Supervisor

• Manage a team of Associates and implement the Coaching & Development program responsibilities.
• Support Management in managing daily operations, planning, tracking, and reporting.
• Ensure the team achieves its goals.
• Provide outstanding owner/member customer service in an omni-channel contact center environment.
• Evaluate work quality and give regular feedback and mentorship to help improve performance.
• Address adherence, productivity, efficiency, quality assurance, and attendance goals.
• Empower and encourage team members through positive communication and feedback.
• Conduct hiring, onboarding, and performance reviews as well as disciplinary mentoring.

Member Experience Supervisor

General

• Overseeing daily bank reconciliation activities within the Mortgage Servicing department, ensuring accuracy and compliance across all accounts.
• Developing and maintaining detailed documentation of procedures and work instructions.
• Facilitating team training, and supporting the preparation of performance reports related to mortgage receivables serviced by HGV.
• Collaborating closely with Operations to identify opportunities for automation and process improvement, leveraging available technologies to enhance efficiency and accuracy.

Senior Specialist, Cash Reconciliation

Recruitment

• Perform all phases of the recruitment and selection process for designated departments
• Establish effective recruitment pipelines to access top level talent
• Deliver timely and effective customer service to clients to meet hiring needs
• Proactively source, network, and market open job opportunities to build a pipeline of qualified candidates
• Use existing tools and technology to source, evaluate, interview, and present qualified candidates to hiring managers
• Ensure regular communication with clients to provide updates on status and progress
• Attend community and/or diversity organizations, colleges, and local events and job fairs
• Support company-wide initiatives by serving on special projects within Talent Acquisition Services
• Other duties as assigned by supervisor

Talent Acquisition Specialist

• Responsible for performing all phases of the recruitment and selection process for designated departments
• Establish effective recruitment pipelines to access top level talent
• Deliver timely and effective customer service to clients to meet hiring needs
• Use existing tools and technology to source, evaluate, interview, and present candidates
• Ensure regular communication with clients to provide updates
• Attend community and local events and job fairs
• Support company-wide initiatives by serving on special projects within Talent Acquisition Services

• Routing and screening all inbound calls, Webforms and cases for the department.
• Monitoring the department's voicemail box and distributing leads appropriately.
• Processing all operations lead request support tickets submitted by Direct Sales agents and Club Department.
• Supporting departmental reporting using a combination of Salesforce and Excel reports.
• Ensuring shared files are organized appropriately.
• Creating, activating and deactivating Salesforce campaigns.
• Maintaining and organizing the shared department Outlook box.
• Answering inbound calls for the department (around 75% of the time).

Marketing Coordinator

• Perform portfolio servicing duties, including processing payments, updating accounts, processing refunds, and posting adjustments in the applicable systems.
• Execute daily, manual re-attempts of credit cards that did not get a successful authorization
• Work EFT Task Queue to adjust interest rates and payment amounts for all mortgage portfolios
• Manage impaired accounts to adjust interest rates, payment amounts, and payment methods
• Communicate to owners regarding credit card maintenance (upcoming expiration dates, declined payments, etc.)
• Post payments for the Loan Servicing Department
• Support the integration and optimization of the daily cash reconciliation process across multiple accounts and systems, ensuring accuracy, timeliness, and adherence to internal controls
• Prepare cash reconciliations related to assigned entities. Determine correcting entries for reconciling items
• Coordinate the receipt and assignment of daily tasks across multiple platforms, ensuring timely and accurate completion
• Update accounts in servicing system for consistency with sale documents
• Maintain recurring credit card payment schedules and reports
• Process cancelations, upgrades / equity trades, and reinstatements

Loan Servicing Representative

• Responsible for the review and auditing of contracts sales documents for accuracy to comply with legal and company policies.
• Responsible to review and process the receipt of correspondence, communications and materials received from consumers and/or their agent.
• Verification of all financial terms to ensure adherence to company’s underwriting guidelines.
• Verification of all title requirements including vesting, tenancies, and inventory.
• Redaction of any personal identifiable information or bank/cc information.
• Issues identification for any contracts missing documents or having incorrect contract information
• Entering pertinent audit findings into the various tracking systems (i.e. Chorus and TSW)
• Carry out any reasonable request by management of which the employee can perform.
• Receive and validate contract packages sent from site. Notify site of discrepancies.
• Audit contract documents for accuracy of execution and compliance to company policies.
• Receive and review correspondence, i.e. rescission letters, owner kits, etc.
• Receive shipments of contracts from sites, document contracts received in TSW and run reports to be included in audit process.
• Manage contract workflow in system to disposition status changes daily, i.e. rescission cancels, NSFs, Credit Card Chargebacks
• Prepare contract packages and cancels to be sent to the imaging department daily.
• Provide customer service to field offices and corporate partners to resolve document issues.
• Maintain a minimum average production level as set by management.
• Provide support and vacation coverage for DSC audit team as required.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Coordinator, Title Services

Account Manager

• Develop timelines and manage orderly flow of creative projects from inception to completion including delivery and production of final assets.
• Regularly communicate and present project schedules, statuses, and updates to various team members ranging from junior to Executive level, always tailoring communication and bringing solutions/opportunities.
• Organize, attend, and lead kick off and status meetings with key players to ensure that project needs and deadlines are being met, and sends clear and concise recap of next steps.
• Take detailed notes from meetings and write clear recaps and next steps to teams involved.
• Acts as primary contact between creative (copy/studio/production) and business teams, working with other project managers to coordinate timelines, provide required information/documents, follow-up on outstanding deliverables and ensure flawless, timely execution.
• Ensures projects are routed for proper approval and all sign-offs are recorded. Records and saves final creative/deliverables.
• Align with production teams on project timelines and ensure budgets are met, working to problem-solve as necessary. Ensure that all projects are released to production on time in order to guarantee project due dates.
• Proactively and consistently conceive of, define, and develop process improvements to increase efficiency and productivity across the Branding & Creative Department as well as cross functional teams.

Senior Specialist, Account Management

• Verification of all financial terms to ensure adherence to company’s underwriting guidelines.
• Verification of all title requirements including vesting, tenancies, and inventory.
• Redaction of any personal identifiable information or bank/cc information.
• Issues identification for any contracts missing documents or having incorrect contract information
• Entering pertinent audit findings into the various tracking systems (i.e. Chorus and TSW)
• Carry out any reasonable request by management of which the employee can perform.
• Receive and validate contract packages sent from site. Notify site of discrepancies.
• Audit contract documents for accuracy of execution and compliance to company policies.
• Receive and review correspondence, i.e. rescission letters, owner kits, etc.
• Receive shipments of contracts from sites, document contracts received in TSW and run reports to be included in audit process.
• Manage contract workflow in system to disposition status changes daily, i.e. rescission cancels, NSFs, Credit Card Chargebacks
• Prepare contract packages and cancels to be sent to the imaging department daily.
• Provide customer service to field offices and corporate partners to resolve document issues.
• Maintain a minimum average production level as set by management.
• Provide support and vacation coverage for DSC audit team as required.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

• Serve as a positive, professional brand ambassador, representing Hilton Grand Vacations.
• Act as a concierge, offering local information to enhance the guest experience.
• Collaborate with resort staff to receive arrival sheets of incoming guests.
• Call and present prospective customers, incentivizing them to attend a sales preview tour.
• Screen and qualify potential customers based on company guidelines.
• Schedule sales-tour reservations and collect required deposits.

In-House Marketing Representative

Account Executive

• Join The Hilton Team and Shape the Future of Timeshare Sales
• Focus on What Matters
• We're not just leaders in virtual sales; we're light years ahead of our competitors with streamlined processes that ensure efficiency and your success.
• Once a sale is secured, our team handles all subsequent tasks—eliminating the need for agents to chase leads or manage administrative burdens. This allows you to concentrate fully on what you do best: closing deals and driving results.

In House Sales Executive, HVC WEST

• Review and examine sales agreements and related documents to ensure accuracy and adherence to legal and company policies.
• Verify all financial terms to ensure adherence to the company's stringent underwriting guidelines.
• Confirm title requirements, including vesting, tenancies, and inventory.
• Redact personal identifiable information and bank/credit card details.
• Identify issues in contracts missing documents or containing incorrect information.
• Enter audit findings into various tracking systems (e.g., Chorus and TSW).
• Receive and validate contract packages sent from site; notify site of discrepancies.
• Audit contract documents for accurate execution and compliance.
• Receive and review correspondence such as rescission letters and owner kits.
• Document contracts received in TSW and run reports for audit processes.
• Manage contract workflow to update status changes daily, including rescission cancels and chargebacks.
• Prepare contract packages and cancels for the imaging department daily.
• Provide excellent customer service to field offices and corporate partners to resolve document issues.
• Maintain a minimum average production level as set by management.
• Provide support and vacation coverage for the DSC audit team as required.
• Represent Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Collaboration, Ownership, and Now.
• Adhere to company standards and maintain compliance with all policies and procedures.

Document Services Coordinator

QA Engineer

• Develop and execute comprehensive QA plans for digital marketing campaigns.
• Identify and resolve data-related issues, ensuring accurate and reliable information.
• Collaborate with the marketing team to understand campaign objectives and requirements.
• Perform thorough testing of digital assets, including websites, landing pages, and email campaigns.
• Create and maintain test cases, ensuring coverage of all critical aspects of the campaigns.
• Analyze test results and provide detailed reports to the team, highlighting areas for improvement.
• Work closely with developers to troubleshoot and resolve technical issues.
• Stay updated with industry best practices and emerging trends in digital QA.
• Ensure compliance with Hilton's brand standards and guidelines in all digital assets.
• Provide support and guidance to other team members on QA-related matters.

Marketing Representative

Guest Services Coordinator

Member Experience Supervisor

Senior Specialist, Cash Reconciliation

Talent Acquisition Specialist

Talent Acquisition Specialist

Marketing Coordinator

Loan Servicing Representative

Coordinator, Title Services

Senior Specialist, Account Management

Coordinator, Title Services

In-House Marketing Representative

In House Sales Executive, HVC WEST

Document Services Coordinator

Digital QA Analyst