About the position
The position involves assisting Event Marketing Coordinators with their daily activities, providing guidance and motivation, and managing team performance according to production standards. The role includes taking over escalated guest calls to resolve issues and ensure guest satisfaction. The individual will act as a liaison between Event Marketing and Package Sales, optimizing service delivery and exceeding event expectations. Responsibilities also include managing the intake of HGVUA information across three brands, creating and distributing training materials, managing the event calendar and tour goals, and auditing guest lists and tour coding. The role requires devising ways to optimize procedures and keep staff motivated, along with performing other duties as assigned.
Responsibilities
- Assist Event Marketing Coordinators with day-to-day activities and provide guidance and motivation.
- Train, track daily production & attendance, coach and performance manage team according to production standards.
- Take over escalated guest calls to fix issues and provide guest satisfaction.
- Liaison between Event Marketing and Package Sales with other teams to optimize service delivery and exceed event expectations.
- Be responsible for the intake of all HGVUA information across all three brands (Hilton Grand Vacations, Hilton Vacation Club, Bluegreen Vacations) across the country.
- Create and distribute outlines and training materials for the agents.
- Managing the event calendar and tour goals per event to ensure tour goals and expectations are being met by event.
- Request and managing inventory and allotment requests with the respective departments.
- Devise ways to optimize procedures and keep staff motivated.
- Audit guest lists and tour coding to ensure all bookings and tours are reported and tracked correctly.
- Other duties as assigned.
Requirements
- 2+ years in a contact center, with some leadership or supervisory experience preferred.
- Comfortable using tools like Outlook, Excel, Word, and internal systems (Clarity, Voice, etc.).
- Proactive, detail-oriented, problem-solving skills, capable of multitasking and working in a fast-paced environment.
- Elevated level of integrity, honesty, and judgment.
- Ability to interpret customer data, analyze performance metrics, and identify trends to improve service quality and customer satisfaction.
