Hilton Grand Vacations

Operations

• Prepare various paperwork like Deeds, Affidavits, and others for owners/members seeking to update their ownership.
• Generate, review, audit and record legal title documents to ensure accuracy and quality.
• Monitor daily report to identify and work on cases assigned.
• Ensure clear title on each case assigned by reviewing OR performing title searches.
• Identify and resolve title defects found from title searches results.
• Create transfers, resales and relinquishment documents for non-deeded and deeded inventory.
• Review of documents such as Power of Attorney, Certificate of Trust, Probate, Corporation, Wills, Death Certificates, among others to identify current ownership and generate the documents accordingly.
• Audit non-deeded documents to verify accuracy.
• Review and audit deeds to ensure they meet all underwriting, county and state requirements before recording.
• Submit deeds to record electronically through E-record platform.
• Prepare recording packages and mail them to business partners for recording if applicable.
• Coordinate resends, redrafts and payment collection as necessary.
• Manage all county rejections in a timely manner.
• Assist with creation and mail out of confirmation letters for all completed and/or canceled contracts.
• Provide quality customer service to internal and external customers as needed.
• Manage several Customer facing email inboxes. Ensure owners/members received answers or guidance to all their questions.
• Provide high production totals while maintaining a low error percent.
• Work escalated requests received from internal sources within 24hrs of receipt.
• Perform other related duties as assigned.

Operations Agent

Auditor

• Follows audit procedures to balance daily revenue and expense transactions.
• Produces various reports for management.
• Ensures that all charges have been posted to the appropriate guest folio or master account.
• Generates housekeeping reports and prints folios departures.
• Calculates account balance at month-end and submits to accounting.
• Check-in, check-out guests.
• Assists with guest and owner needs and requests.

Night Auditor

Business Operations

• Processes Resort Operations and Club invoices
• Manages the invoice mailbox
• Partners with Finance and operational teams to ensure timely processing, issue resolution, and payment execution
• Conducts A/P research
• Identifies process improvement opportunities to enhance efficiency and accuracy
• Serves as a key point of contact for Business Management, Resort Operations, and Club teams
• Supports internal partners, responds to requests in a timely and professional manner
• Assists in executing business initiatives

Coordinator – RO Business Operations

Sales

• Assist with creating and maintaining inventory data in CHORUS and Clarity such as pricing, deny codes, change in status, etc.
• Reconcile and track all inventory activity (in and out) by project by inventory type/season
• Monitor inventory statuses (available, hold, unusable, etc.) to assist in ensuring accurate and timely availability of inventory
• Assist in maintaining and reconciling the inventory in multi-developer, multi-currency and multi-product projects
• Assist the Business Analyst with testing and reviewing reporting enhancements
• Compile monthly sales inventory reports
• Compile weekly reporting for our Fee for Service partners
• Maintain Stand Operating Procedures (SOP)
• Perform special projects or other ad hoc requests as needed
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now
• Completes all required Company training/compliance courses assigned
• Adheres to Company standards and maintains compliance with all policies and procedures

Sales Specialist, Inventory

• Manage multiple-fluid projects simultaneously and direct the day-to-day workflow of creative, account, and production teams, keeping track of granular details and ensuring projects move efficiently through all production phases.
• Develop comprehensive project timelines, milestones, and daily to-do lists, constantly tracking progress to prevent missed deadlines. Proactively problem-solve to navigate schedule shifts, scope changes, and unexpected roadblocks.
• Monitor the bandwidth and availability of designers, copywriters, and developers to avoid team burnout or overbooking. Contribute to annual planning, representing the team’s capacity and constraints. Efficiently source creative freelancers for work overflow.
• Lead regular status meetings (e.g. daily stand-ups or weekly check-ins) to align teams and share project updates.
• Serve as the central communication hub between account managers, project managers, and creative staff to clarify requirements and solve bottlenecks. Demonstrates strong diplomacy to manage competing demands from different department leads.
• Maintain and ensure adherence by all to all core standard operating procedures.
• Support and maintain processes and systems that lead to client and agency success.
• Stay current and relevant on project, traffic, and resource management best practices.
• Develop KPIs and prepare reports to measure progress and performance.

Manager, Creative Operations

Manager

• Oversee and resolve complex owner complaints and inquiries related to receivables, billing disputes, product concerns, and delinquency.
• Act as a primary contact point for high-risk or sensitive owner situations, ensuring timely, compliant, and customer-focused outcomes when a blocking issue arises.
• Partner cross-functionally with Collections, Club, Legal, Loan Servicing, Sales, Recovery and Compliance to drive consistent and effective resolutions.
• Identify trends and root causes behind complaints and blocking issues, particularly those driving delinquency, to improve processes proactively.
• Lead the redesign of resolution workflows to reduce manual effort, streamline processes, and improve resolution speed and accuracy.
• Identify and apply automation opportunities within the new CRM platform and integrated systems (e.g., case routing, communication triggers, decisioning logic).
• Play a key role in the migration to a new CRM system, collaborating with technology and business teams to outline requirements and workflows.
• Champion a customer-centric approach, ensuring resolutions are handled with empathy and professionalism, even in difficult or delinquent situations.

Assistant Manager – Resolutions

• Generate maximum sales efficiencies, while maintaining or exceeding targeted net sales volume.
• Promote and support branded Hilton Grand Vacations and Hilton Club culture.
• Assist with supervision and lead all aspects of sales line through mentoring, modeling and reinforcing effective sales and customer service practices, behaviors and results.
• Must maintain a professional and personal image that upholds the HGV standards of integrity, quality and service to customers.

In House Sales Manager

QA Engineer

• Sort and prepare accurate order of HGV contract documents to present to new and upgrading owners
• Monitor and record any customer cancelations letters that come into the department. Assist in processing those cancelations
• Prepare file that shows pending contract deals and the total net sales value of each contract.
• Prepare and supervise the Issue Report while communicating / following up with QA manager
• Assist in reviewing all mail out contracts for accuracy prior to being mailed out
• Stock items for the day which can include lifting boxes up to 20 pounds.
• Responsible for inventory and supplies for the quality assurance department
• Assist with various projects and programs that may arise in the general operations of the quality assurance department
• Order any office supplies for the department
• Assist with the resolution of audit issues
• Create, distribute and manage all QA schedules

Quality Assurance Coordinator

Bilingual

• Respond to inbound and outbound contacts in a multi-channel contact center customer service environment serving Owners and Members while efficiently identifying customers’ needs, clarifying complex information, researching member concerns, and problem-solving. Contacts can be initiated by phone calls, chats, and social media.
• Responsible for problem solving, educating owners and members of the vacation ownership value, de-escalating challenging situations while providing solutions with empowerment tools provided.
• Answer inbound contacts and inquiries aimed at educating our owners and members regarding all program options, benefits, and self-service opportunities to support lifetime satisfaction and engagement.
• Service reservation requests through booking, modifying, cancelling, and presenting vacation alternatives when the customer’s original request is not available. Provide relevant information about the resorts, unit amenities, and travel information.
• Generate interest in special services through upselling products such as cancellation protection and promotional opportunities available when applicable.
• Maintain product understanding relating to financial aspects of ownership, such as maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.
• Learn and maintain comprehensive information expertise regarding vacation ownership rules, usage, resort/hotel, while utilizing numerous software applications during this process for applicable owners/members.
• Interact with internal customers and maintain relationships with business support departments.
• Maintains knowledge of and follows customer information and data security processes at all times.
• Adhere to, meet, or exceed all performance metrics, KPI’s, and goals as defined by departmental leadership.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
• Completes all required Company training/compliance courses assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Perform any reasonable request by management that supports the department’s mission and goals.

Associate Member Experience, French/English Bilingual

Marketing

• Dial leads from assigned lead campaigns and transfer calls to Sales Executives, Telemarketing Agents and/or Customer Service in an attempt to sell Timeshare, Marketing Package or solve any issues with memberships.
• Call leads and warm transfer calls to Sales Executives to generate additional volume and/ or package sales.
• Take inbound calls from campaigns and determine where lead should be directed.
• Maintain an upbeat, positive demeanor especially when interacting with Hilton guests, coworkers, supervisors, and managers.
• Maintain individual sales and marketing goals for performance.
• Ensures guest meets minimum eligibility requirements to tour sales center.
• Distribute only HGV authorized information and ensures that information is accurate.

Marketing Agent

• 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. Executes Strategy
• 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, Aim for Results
• 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.

Marketing Representative – In House Pre Arrival

Analyst

• Analyzes all Inventory Systems managed by Global Inventory systems to ensure correct configuration and accurate and timely updates to configuration
• Manages all ongoing and annual reporting for SOX and other compliance requirements in partnership with Business Intelligence and Business Management teams.
• Partner with Inventory Management Leadership, Product Development Team and Inventory Management Stakeholder Teams to support any reporting ad hoc or ongoing needs from new properties, products, and partnerships entering the system.
• Analyzes new project submissions, determines the level of effort, assigns project to teams’ queue once system configuration updates are planned
• Review analyses of data collected by Inventory Systems Analysts to guide in best practices.
• Review Reporting for opportunities and provide suggestions for System or Process enhancements
• Manage the compilation of the monthly Inventory Systems updates to provide meaningful visibility of Inventory systems issues and current status as well as a view to the workload of the team and current in-flight work to Management and inventory stakeholders
• Manage the requests from department leaders for the refinement and creation of systems reporting and analysis.
• Manage the documentation and procedures for all team tasks and system capabilities
• Perform special projects or other ad hoc requests by leadership as needed.

Senior Analyst, Global Inventory Systems

• Translate marketing briefs and requirements into technically sound audience definitions and segmentation logic within Segment
• Design, build, and maintain reusable, identity-aware audiences to support lifecycle marketing, personalization, and activation use cases
• Serve as the in-platform SME for Segment, including audience creation, traits, events, and destination activation
• Partner cross-functionally with Marketing, Data, and Engineering to align business needs with technical audience and data solutions
• Validate, monitor, and troubleshoot data ingestion pipelines to ensure accuracy, completeness, and alignment with expected schemas
• Configure and manage Segment Unify, including identity resolution, merge policies, and profile stitching
• Ensure high standards of data quality, integrity, naming conventions, and platform governance across audiences and data sources
• Develop and enforce SOPs, QA processes, and governance frameworks for audience creation, data onboarding, and change management
• Monitor audience performance, data flow, and platform health, identifying and resolving issues and optimization opportunities
• Configure and manage access controls, permissions, and Engage Spaces to support governance and privacy requirements
• Document audience logic, operational processes, and governance standards to support audit readiness and scalability
• Provide training, guidance, and best practices to enable stakeholder adoption and effective use of the CDP
• Continuously improve segmentation strategies, platform usage, and operational processes to drive better marketing outcomes
• Embody the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Segment CDP Marketing Activation Engineer

• Develop and maintain dashboards and reports to track Club performance metrics.
• Analyze trends and variances to support decision-making and operational improvements.
• Assist in month-end close processes and Club-related reconciliations.
• Support ongoing reconciliation of Club headcount across systems and teams.
• Partner with Finance and HR to ensure alignment with budget and forecast processes.
• Assist with internal audits including DEX and other Club-related operational reviews.
• Ensure data accuracy and compliance with internal controls.
• Work closely with Resort Ops, Call Center, and Finance teams to support Club operations.
• Partner with Financial Consolidation teams to streamline overlapping processes.
• Identify and implement improvements to reporting and operational workflows.
• Maintain documentation of key processes and procedures

Analyst, Business Operations

Graphics Designer

• Design and produce high-performing email campaigns and landing pages that align to brand standards and marketing objectives
• Create and maintain scalable design systems and UI components in Figma for email and web experiences
• Collaborate closely with web development, CRM, and strategy teams to bring digital campaigns to life
• Partner with copywriters, marketers, and product teams to ensure cohesive messaging and user experience across digital touchpoints
• Translate creative concepts into development-ready designs, with an understanding of responsive behavior and technical constraints
• Apply a working knowledge of HTML, CSS, and JavaScript to inform design decisions and support efficient handoff to developers
• Optimize designs for performance, accessibility, and conversion, incorporating testing and insights where applicable
• Manage multiple projects simultaneously, meeting deadlines while maintaining quality and consistency
• Communicate design strategy and rationale clearly to stakeholders and cross-functional partners
• Stay current with emerging trends in email design, UX/UI, front-end development, and digital marketing