Job Description

• Assist Event Marketing Coordinators with day-to-day activities and provide them with 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 our 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. 

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• 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.

Please note that Hilton Grand Vacations Inc. (HGV) acquired Bluegreen Vacations Corporation (Bluegreen) as of January 17, 2024. If hired, you will be an employee of Bluegreen, which is a wholly owned subsidiary of HGV. A transition to HGV is occurring as we are in the process of integrating technology, systems and branding; however, it will take time until our separate operating systems, employment policies and benefits are fully integrated. Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW 

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