Guest Services Specialist-Remote
The Guest Services Coordinator Specialist serves as a working lead responsible for ensuring smooth and efficient tour operations. This role guides day‑to‑day tour flow, resolves operational issues prior to tour launch, and provides functional support while coordinating across marketing, front desk, and sales teams. The position supports leadership by maintaining operational consistency, upholding a high‑quality guest experience, and providing accurate performance reporting.
Responsibilities
As a Guest Services Coordinator Specialist, 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:
Serve as leader‑on‑duty during assigned front desk coverage for virtual sales appointments, ensuring smooth tour operations, team member support, and consistent communication with leadership.
Coordinate collaboration between marketing confirmations and front desk operations to complete tech checks, address rescheduling needs, and support a smooth and accurate tour launch process.
Generate reporting that captures key results and successes from the marketing confirmation and front desk operations partnership.
Review and adjust the appointment manifest based on sales activity and team attendance, then communicate updates to all relevant teams.
Support daily operations by monitoring multiple communication channels, pulling operational reports, and overseeing rotation assignments.
Proactively identify and resolve operational issues prior to tour launch to ensure a seamless guest and team experience.
Handle incoming and outgoing customer calls professionally while collaborating with front desk and marketing teams to address guest needs.
Complete and verify daily tour audits prior to the tour date or scheduled appointment to ensure accurate system coding and compliance with qualification standards.
Facilitate the launch of customer calls to sales representatives to support timely and effective tour transitions.
Perform all responsibilities assigned to Guest Service Coordinators as part of the broader operations workflow.
Conduct weekly quality‑assurance reviews for calls across marketing, front desk, and sales teams to ensure tours are booked, launched, and presented according to standards.
Adapt to evolving business needs and perform additional responsibilities as assigned by management.
- Demonstrate Hilton Grand Vacations values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now, while maintaining compliance with company policies, procedures, and required training.
- Complete all required company training and compliance courses as assigned.
- Maintain adherence to company standards and ensure compliance with all policies and procedures.
- Perform other related duties as assigned.
Qualifications
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
Strong computer proficiency with accurate typing skills; 10‑key experience preferred.
Proficient in Microsoft Office applications, including Excel and Outlook.
Demonstrated experience providing professional, high‑quality customer service by phone.
Ability to manage multiple tasks effectively while maintaining a high level of attention to detail.
Ability to perform well under pressure and make sound, timely decisions.
Strong written and verbal communication skills.
Consistent and reliable attendance.
Ability to work a flexible schedule, including evenings and weekends.
Maintain a self‑provided high‑speed internet connection capable of supporting video conferencing.
Maintain a quiet, dedicated, and distraction‑free workspace suitable for professional interactions.
In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
Previous Timeshare Experience is a plus
Previous High-End/Luxury Customer Service Experience
- Some leadership experience is a plus