Coordinator Marketing Support

Hilton Grand Vacations Orlando , FL 32801

Posted 4 days ago

Job Description

The Marketing Support Coordinator is responsible for the administrative and operational functions to ensure that qualified tours are booked into HGV systems properly and all reporting is completed and utilized. Responsible for contacting booked tours individually prior to the tour date to ensure they meet the qualifications, and all information is accurate in the systems which includes rescheduling and saving cancelations. The Team is also critical to ensure verbal and written communication occurs between the Sales & Marketing and Support departments to best support the Marketing Team.

Position Summary

  • Coordinate tour manifest for all sales galleries, this includes tracking qualified tours, NQs, and No Shows. Moving tours to optimize tour flow and adding tour spots from cancellations and no-shows.

  • Provide accurate data entry and tracking, including wave availability and maximum capacity updates for guest tour presentation and POS packages.

  • Responsible for giving up-to-date tour information to the marketing executives and greeters such as: current gifting information, waves that have reached the maximum tour flow, sales executive schedules, and any important information given out by management.

  • Provide reporting and support to Ticket vendors for Pre-gifting and deposit tracking.

  • Run and distribute all marketing reports needed to support business. Guest Interactions

  • Ensure confirmation emails are sent by all marketing executives and follow-up with guests that do not answer confirmation calls and recapture the tour.

  • Responsible for contacting all guests booked on a presentation to confirm their tour, give directions, answer additional questions, recapture cancellations and no-shows.

  • Review qualifications with guest prior to arrival to minimize NQs and optimize allotments.

  • Handle guest complaints as needed in a professional courteous manner, giving 100% customer service, i.e., gifting issues, general customer complaints, and tour reschedules. Any customer complaints need to be sent daily via email to Marketing Management.

  • Report all policy violations to a member of the Marketing management team. Support Functions / Communication

  • Support all marketing programs including Direct marketing for all tour related matters.

  • Provide updates on daily job performance, tour information, package, and booking/information, or general questions. Give feedback to departments based on information received.

  • Serve as point of contact for Grand Experience Vendors.

  • Update and deliver reports daily for Marketing Management.

  • Monitor inventory of marketing materials; order, organize, and distribute materials based on budget.

  • Track and report Front Desk referral program results daily.

  • Assist in onboarding and training of coworkers and marketing executives (including creating name tags).


To fulfill this role successfully, you must possess the following minimum qualifications and experience:

  • High School diploma or equivalent.

  • Able to work a flexible schedule to include evenings, weekends, and holidays.

  • Proficient in MS Office.

  • Excellent phone skills; demonstrates proper telephone techniques and communication etiquette with a friendly demeanor towards all internal and external customers.

Why do Team Members Like Working for us:

  • Our Mission and Values

  • Internal growth opportunities

  • We provide paid training

  • Consistent day-to-day responsibilities

  • Being part of an industry leader in the hospitality field

HGV is now offering first day benefits to new employees!

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company's success are our Team Members! We offer a comprehensive benefit package to our full-time Team Members that include medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and exciting travel benefits.

We are an equal opportunity employer and value diversity at our company. We prohibit discrimination based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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Coordinator Marketing Support

Hilton Grand Vacations