Pre Arrival Marketing Agent

Job Description

Hilton Grand Vacations is a leader in the vacation ownership industry, driven by innovation, quality, and a commitment to delivering outstanding vacation experiences. As a Marketing Representative, In-House Pre-Arrival, you will play a key role in generating tour attendance and future business opportunities by engaging guests before their arrival and introducing them to the benefits of Hilton Grand Vacations ownership.

In this phone-based marketing role, you will contact owners and guests prior to their resort stay, offer concierge-style services, answer questions, and invite qualified guests to attend a vacation ownership presentation. Success in this position requires strong communication skills, a customer-focused mindset, and the ability to consistently achieve performance goals in a fast-paced environment.

Why Team Members Love Working Here:

• Day 1 health benefits eligibility, including medical, dental, and vision coverage
• Travel discounts and team member travel opportunities
• 401(k) with company match
• Paid vacation and paid sick time
• Tuition reimbursement programs
• Employee Stock Purchase Program
• Recognition programs and rewards
• Career development and advancement opportunities
• Employee Assistance Program supporting physical and mental well-being

Equal Opportunity Employer

Hilton Grand Vacations is an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, or any other protected status under applicable law. Reasonable accommodations are available for qualified individuals with disabilities throughout the application and employment process.

Responsibilities

• Contact owners and guests prior to arrival to provide concierge-style assistance and invite eligible guests to attend a vacation ownership presentation.
• Schedule qualified guests for tours and presentations while ensuring compliance with eligibility requirements and promotional guidelines.
• Achieve and exceed individual performance goals, tour booking targets, and other marketing metrics.
• Build rapport with guests and deliver exceptional customer service during all interactions.
• Confirm guest appointments to maximize attendance and improve tour show rates.
• Promote approved vacation ownership opportunities and future vacation package offerings.
• Address guest inquiries and assist with tour-related or marketing-related concerns.
• Support company marketing initiatives and ensure consistent execution of promotional campaigns.
• Distribute only approved Hilton Grand Vacations marketing materials and information.
• Adhere to company policies, gifting procedures, and operational standards.
• Maintain accurate records and documentation related to guest interactions and bookings.
• Collaborate with team members and leadership to support business objectives and create a positive team environment.
• Work a flexible schedule, including weekends, holidays, evenings, and other shifts as required by business needs.
• Perform additional duties and special projects as assigned.

Qualifications

Required Qualifications

• High school diploma or equivalent.
• Strong verbal communication and interpersonal skills.
• Customer service, sales, marketing, hospitality, or call center experience preferred.
• Comfortable making outbound calls and engaging with guests over the phone.
• Goal-oriented with the ability to meet and exceed performance expectations.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Intermediate computer proficiency, including Microsoft Office applications.
• Ability to quickly learn new systems and technology.
• Positive, professional, and engaging demeanor.
• Ability to work independently and as part of a team.
• Availability to work flexible schedules based on business needs

Preferred Qualifications

• Hospitality, vacation ownership, timeshare, or travel industry experience.
• Previous experience in outbound sales, telemarketing, appointment setting, or lead generation.
• Experience working in a metrics-driven environment.