Hilton Grand Vacations Company, LLC Bilingual Assistant Manager - Customer Care (Japanese/English) in Honolulu, Hawaii

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Hilton Grand Vacations Sales and Marketing

1600 Kapiolani Boulevard

Honolulu, HI

Job Description

A Bilingual Assistant Manager, Customer Care with Hilton Grand Vacations will develop and implement marketing programs and promotions in order to achieve budgeted targets for International Minivac, HVIP and Prebooking departments while maintaining budgeted costs as well as manage the day to day operations for Customer Care and Activation Teams.

What will I be doing?

A Bilingual Assistant Manager, Customer Care with Hilton Grand Vacations will develop and implement marketing programs and promotions in order to achieve budgeted targets for the International Minivac, HVIP and Prebooking departments as well as manage the day to day operations for Customer Care and Activation Teams. Mentor, coach and train team members on a daily basis through shadowing and one on one training sessions. Must provide both positive and negative feedback in an effort to improve efficiencies, maximize production and to provide high quality customer service. Is responsible for conducting daily informational, motivational and training meetings with team members to help create a positive team environment. Works with management to provide recommendations and/or develops operating procedures, training programs, incentives, and marketing programs. Assist with timely creation, posting, and/or adjusting of team member schedules. Opening and closing procedures including, which includes a rotation in the Manger on Duty schedule. Handle customer questions, problems, complaints requiring management intervention. Monitor and assist in the evaluation of program/promotions contacts and contact-to-package sale/tours booked conversion rates on a daily, weekly and monthly basis. Other administrative duties including management meetings, running reports and tasks assigned by management.

Basic Qualifications

  • High School Diploma

  • Ability to work flexible hours including nights, weekends, and holidays

  • Fluency in Japanese (speak, read, write)

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

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

  • Professional verbal, interpersonal, guest relation and etiquette over the phone and via email

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

  • Ability to resolve complex guest and customer service issues

  • Minimum 1 year supervisory experience

Preferred Qualifications

  • Proven ability to lead teams to meet performance goals

  • Prior timeshare experience

  • Prior customer service experience

Currently, Hilton Grand Vacation is a subsidiary of Hilton. We presently anticipate that, at some point in 2016, Hilton Grand Vacations will be spun off from Hilton and become an independent, public company. We do not anticipate that this change will affect your terms of employment

Job Requirements

What are we looking for?

Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

H Hospitality - We're passionate about delivering exceptional guest experiences.

I Integrity - We do the right thing, all the time.

L Leadership - We're leaders in our industry and in our communities.

T Teamwork - We're team players in everything we do.

O Ownership - We're the owners of our actions and decisions.

N Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes in our Team Members:

  • Living the Values

  • Quality

  • Productivity

  • Dependability

  • Customer Focus

  • Teamwork

  • Adaptability

What benefits will I receive?

Your benefits will include a competitive starting salary and, depending upon eligibility, a vacation or Paid Time Off (PTO) benefit. You will instantly have access to our unique benefits such as the Team Member and Family Travel Program, which provides reduced hotel room rates at many of our hotels for you and your family, plus discounts on products and services offered by Hilton Worldwide and its partners. After 90 days you may enroll in Hilton Worldwide's Health & Welfare benefit plans, depending on eligibility. Hilton Worldwide also offers eligible team members a 401K Savings Plan, as well as Employee Assistance and Educational Assistance Programs. We look forward to reviewing with you the specific benefits you would receive as a Hilton Worldwide Team Member. The above information is provided as a highlight of the major benefits offered to most full-time team members in the United States. All benefits listed may not be offered at all locations. This is not a summary plan description or official plan document.

What will it be like to work for this Hilton Worldwide Brand?

Hilton Grand Vacations is the preeminent vacation ownership and Club Membership brand of the Hilton Worldwide portfolio. Ownership of a deeded real estate interest provides Members with a lifetime of unsurpassed vacation advantages via the most innovative, flexible, global Club program in the industry. Club Members choose when and where to vacation, enjoying the comfort and convenience of residential-style resort accommodations in select, renowned destinations. Each Club property provides a distinctive setting, while signature elements remain consistent, such as high-quality guest service, spacious residences and extensive on-property amenities. From exciting Orlando and dynamic Las Vegas, to the laid-back lifestyles of Hawaii and California, or the cosmopolitan glamour of New York City and South Beach, we take pride in offering our guests a superior vacation ownership program in the worldÆs most celebrated locations. For those aspiring to the good life, Hilton Grand Vacations offers a passport to endless vacation memories.

Hilton Grand Vacations is one of Hilton Worldwide's ten market-leading brands. For more information visit www.hiltonworldwide.com.

If you understand the importance of providing others with a superior vacation experience, you may be just the person we are looking for to work as a Team Member with Hilton Grand Vacations.