Welcome Center Representative, Hilton Grand Vacations
Overview
You own the guest arrival experience at Hilton Grand Vacations in Tampa, FL, managing check-ins, reservations, and tour scheduling for hundreds of vacation package guests each week. You work on-site with a team of coordinators and front-desk staff, reporting to the Welcome Center Manager. Your role drives guest satisfaction scores and tour attendance, with direct impact on revenue. Salesforce and OnQ are your daily tools. You thrive in a role that blends hospitality precision with sales support, where every interaction builds brand loyalty.
What You'll Do8
- 1Welcome guests on arrival and own the check-in process, verifying reservations and updating accounts in OnQ.
- 2Book, modify, and service reservations while confirming tour eligibility and communicating presentation details.
- 3Confirm and qualify guests for vacation ownership presentations, using Salesforce to track tour status.
- 4Rebook and reschedule missed or canceled tours, coordinating with the sales team to fill open slots.
- 5Generate daily reports on arrivals, no-shows, late arrivals, and tour invitations, then reconcile tour activity with departments.
- 6Address guest inquiries and special requests, providing local recommendations and directions to enhance their stay.
- 7Promote and sell attraction tickets and activity packages, hitting ancillary revenue targets while keeping a guest-first focus.
- 8Maintain deep product knowledge of Hilton Grand Vacations offerings to upsell and cross-sell effectively.
Requirements8
- 11+ years in hospitality, customer service, or front desk roles, with a focus on guest check-in and reservation management.
- 2High school diploma or equivalent; hospitality certificate or Associate's degree preferred.
- 3Proficiency with Salesforce or similar CRM, plus OnQ property management software (training available).
- 46+ months experience handling reservations and tour scheduling in a timeshare or hotel environment.
- 5Strong verbal communication and conflict resolution skills, with the ability to de-escalate guest issues.
- 6Open availability required: weekends, holidays, and evenings (Monday-Sunday shifts).
- 7Ability to stand or walk for 8-hour shifts and lift up to 20 lbs when assisting with luggage or materials.
- 8Basic computer literacy, including Microsoft Excel for report generation and data entry.
Salary Insight
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