Specialist Training (Direct Marketing)

Job Description

There's nothing more rewarding than creating lifelong memories, for yourself and for others. And that's what you'll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do.

As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we're dedicated to recognizing, rewarding and supporting every achievement, however big or small. It's all part of making incredible memories, together. Find your path in a career that really matters, where you'll truly belong. Join our growing, innovation-driven team today.

The Training Specialist I is responsible for the development, coordination and delivery of training for all Team Members in Direct Marketing. As the leader for new hires during training the Specialist maintains production and sales records, appraises productivity, handles complaints and disciplines Team Members per HGV's documented policies and guidelines. Represents Hilton Grand Vacation's "Commitment to Excellence" by fostering a positive team atmosphere. Sets Team Members up for success to perform their job duties by determining work techniques, planning and assigning work to Team Members, monitoring work for legal compliance and ensuring a safe workplace.

Responsibilities:

Onboarding: (15%)

• Facilitates Team Member onboarding for Direct Marketing including partnering with Global Team Member Services (GTMS) to ensure Team Members provide the appropriate legal documentation along with facilitating our global orientation program Grand Journey.

Operational Training: (50%)

• Supports/leads the creation of content for new hire training programs, train-the-trainer programs, workshops, e-learning, and "key classes" focused on sales production, retention, and overall product knowledge.
• Tracks individual attendance of trainees including daily documentation on each trainee that is provided to the business upon completion of training.
• Defines best practices for using tools, systems and sales techniques to reach minimum performance standards including planning and assigning work to each trainee based on their performance in training.
• Stays current on changes to system functionality, call flow, sales strategies, quality assurance, and customer issues.
• Markets team development and leadership programs to continuously develop Team Members.
• Manages attendance and completion records for trainees in collaboration with site leadership and the DM training coordinator to ensure all records are accurately reflected in U FIRST.

Performance Management (25%)

• Maintain productivity and sales information for each trainee in collaboration with the floor.
• Ensures program effectiveness by evaluating Team Member performance post-training to identify gaps and implements solutions that leverage adult learning and instructional design methodologies.
• Coaches and reinforces skills learned in training with Team Members and their leaders to ensure legal compliance.
• Monitors live calls on the floor on a regular basis with new hire and tenured Team Members to keep aware of trends.

People Management (10%)

• Manages Team Member complaints during operational training program (Weeks 1-4) to resolve individual and team issues.
• Documents workplace violations of policies and guidelines while partnering with GTMS and Direct Marketing leaders to initiate verbal warnings, written warnings, and involuntary resignations.
• Ensures all Team Members can learn in a safe work environment in accordance with all HGV policies and guidelines.

Partners with sales coaches, Team Leads and supervisors to identify developmental opportunities for each trainee as they transition from training to their new leader.

Benefits:

• Paid training: You will earn as you learn to be a Hilton Grand Vacations specialist and brand ambassador.
• Career Growth: We believe in developing our current talent, we promote within.
• Fantastic benefits package: We offer Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!
• Work/Life Balance: You will receive generous paid-time off after 90 days of employment. Full time and part time opportunities are available. We are a highly philanthropic and socially responsible organization!
• Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!

Extraordinary People, Exceptional Benefits on Day One

Benefits start on your first day of work with no waiting period!

Hilton Grand Vacations is committed to putting people first. That's why our benefits plan starts when you do. But that's just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. team.

Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team Members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.