At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

POSITION DESCRIPTION:

The Hospitality Ambassador Agent works on the Hospitality Ambassador Team to resolve guest complaints that are channeled to the Marketing Call Center via multiple channels by investigating guest's concerns using technology, data, processes, guidelines and documentation to make informed decisions while ensuring complete guest satisfaction during all touch points. The Hospitality Ambassador Agent will be involved in credit card transactions, telephone communication and customer service.

ESSENTIAL DUTIES AND TASKS:

• Facilitate resolution of guest concerns and feedback by contacting all guests and discussing elevated issues regarding their vacation experience.
• Document interactions with guest via internal case building platform for data and tracking purposes.
• Make informed decisions based on review and research of guest inquiries or elevated issues.
• Listen intently, ask questions, summarize answers for the guest, taking the time to understand their issue and manage expectations of complaints.
• Ability to adjust and adapt to new and/or changing rules and requirements.
• Independently and efficiently work the case queue making informed decisions based on data analysis and research. Review guest concerns and gather information (guest statements, policy details, package details, notes, etc.), to determine appropriate resolution.
• Ensure the privacy and security of confidential information. Ensure all policies and procedures are being upheld.
• Ability to book, confirm and/or modify a guest's reservation using multiple systems
• Easily navigate through multiple applications/systems with speed and accuracy including case form updates and completion.
• Assist management with special projects relating to customer service and elevated issues.
• Follow up on guest feedback not immediately resolved to ensure appropriate changes were made for satisfactory resolution keeping guests informed of progress.
• Knowing how to reach mutually acceptable compromises between business and guest.
• Clearly and concisely communicates to guests and internal partners using 'positive language'.
• Effective and efficient caseload management, ensuring appropriate action is taken within a given amount of time while maintaining optimum service levels. Ability to deescalate any situation.
• Track and report all guest issues including escalations or compliance issues to analyze and improve guest satisfaction.
• Communicate results to appropriate parties, update case and share results with management.

QUALIFICATIONS:

• High School Diploma or GED equivalent. Higher education encouraged.
• Minimum 1 years Customer Service preferably in a large call center environment.
• Must be able to work Tuesday through Saturday.
• Fluent in Spanish (not required preferred).
• Must have excellent written and verbal communication skills.
• Must have exceptional listening and analytical skills.
• Strong telephone soft skills.
• Must be able to read/write/speak English.
• Escalation experience preferred but not required.

Education

• High School Diploma or better
• GED or better