Owner Pre Arrival Calling Agent (Japanese Speaking)

Hilton Grand Vacations Honolulu , HI 96812

Posted 2 weeks ago

Job Description:

An Owner Pre Arrival Calling Agent (Japanese Speaking) is directly responsible for booking qualified tours to guests and owners with reservations at the Hilton Grand Vacations and Hilton Hawaiian Village, which will produce potential revenue. Call agents will book tours via both inbound and outbound phone calls.

What will I be doing?

As an Owner Pre Arrival Calling Agent (Japanese Speaking) you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:

  • Pro-actively call all eligible guests at HGVC who are guests and owners of HGVC and HHV to preview HGVC through direct booking of tours prior to the guests' arrival

  • Make required number of outbound phone calls per day to meet production requirements by executing on all inbound and outbound guest calls at the start of each work shift

  • Review production reports and notify manager in writing of any challenges within the month the tour shows or package is sold

  • Responsible for selling local tours and activities while providing concierge services

  • Follow gifting list procedures to ensure costs are met monthly

  • Complete required paperwork accurately and completely for each tour with Tour Coordinator, including guest information for wake up and tour confirmation calls

  • Disposition all lead calls in a timely manner

  • Call Tour Coordinator throughout the day to check availability as to not overbook a wave

  • Provide guests in booking hotel services (spa, golf, dining), including directing guests to Guest Services for specific information

  • Distribute only HGVC authorized information, collateral, and materials

  • Notify manager of any shortages in collateral in a timely manner

  • Maintain location-operating standards

  • Contact management with any guest issues

  • Comply with all reasonable requests put forth by management


What are we looking for?

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

  • Minimum 3 months of previous customer service experience

  • Professional verbal, interpersonal, guest relations, and etiquette skills in person, via email and on the telephone

  • Demonstrate excellent communication skills

  • Ability to handle multiple tasks and balance priorities

  • Be able to work in a timely manner, critically think and work in a team environment

  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook)

  • Able to work all days and shifts assigned, including weekends and holidays

  • Fluency in Japanese (speak, read, write)

  • Basic English language skills (speak, read, write)

  • High school diploma or equivalent

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • Timeshare experience

  • Sales experience

  • Call center experience

  • Experience working with VOICE and Salesforce

  • Thorough understanding of the island of Oahu

  • Fluency in professional Korean (speak, read, write)

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Owner Pre Arrival Calling Agent (Japanese Speaking)

Hilton Grand Vacations