Job Description

Holiday Inn Club Vacations is searching for individuals who excel in their role and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We’re looking for people like this to join our friendly, engaged, professional team.

POSITION DESCRIPTION

This position is dedicated to delivering exceptional customer service and fulfillment to all marketing package guests at every touchpoint, including phone calls, emails, SMS, reporting, billing, and processing request forms. Additionally, the role encompasses various administrative support functions to ensure smooth operations and enhance the guest experience.

ESSENTIAL DUTIES AND TASKS

• Process Discrepancy Reports: Analyze and address various discrepancy reports while fostering strong relationships with internal and external business partners through effective communication.
• Post-Arrival Fulfillment: Manage the post-arrival fulfillment process to ensure guests receive the support they need during their stay.
• Pre-Arrival Support: Provide comprehensive administrative support for guests requiring pre-arrival details through phone calls, emails, and SMS.
• Billing Reconciliation: Assist accounting with billing reconciliation initiatives, including research on requested items and validation of pre-arrival taxes for resort accommodations
• Support Special Projects: Collaborate with management on special projects, such as data cleanup, guest email responses, managing multiple inboxes, and creating pre-sold promotional opportunities.
• Effective Communication Management: Oversee multiple inboxes to support both internal and external communications efficiently.

This job description does not encompass all duties that the employee may be required to perform in this position. It is not intended to provide a comprehensive, step-by-step account of every procedure or task. The incumbent is expected to take on additional responsibilities as necessary to ensure the effective operation of the department.

QUALIFICATIONS

• Minimum of two years of call center experience, preferably in the hospitality or timeshare industry.
• Exceptional verbal and written communication skills.
• Flexibility to work evenings and weekends as required by business operations.
• Proficiency in data entry, Microsoft Office Suite, and strong processing abilities.
• Superior organizational and tracking skills with the ability to navigate the Internet effectively.
• Collaborative team player with a commitment to delivering exceptional service.
• Ability to analyze and report on the performance and efficiencies of campaigns.
• Capability to analyze data and reports to identify trends, discrepancies, and areas for improvement.
• Ability to validate and research invoices.
• Experience managing projects or initiatives, ensuring timely completion and alignment with departmental goals.
• Proven ability to prioritize tasks effectively in a fast-paced environment and meet deadlines.
• Willingness to learn quickly and adapt to new processes, technologies, and business needs.
• A proactive approach to identifying and implementing improvements in processes and guest service.

BENEFITS

At Holiday Inn Club Vacations, we provide the following benefits to ensure your career is on the right path to success:

• Growth Opportunities!
• 401K!
• Comprehensive Benefits – Health, Dental and Vision Plans!
• EAP – Employee Assistance Program!
• PTO - Paid Time Off!
• CLUB GO POINTS!
• Discounts through IHG including additional discounted employee benefits through our company Perks website!
• Tuition Reimbursement & Continuing Education Courses!
• Outstanding Company Culture!

WORK SCHEDULE/HOURS

SHIFT: 8am-6:30pm Fri-Mon (Monday, in office day) - Must be flexible as needed for business operations.

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