About this role
The position is expected to contribute to the success of HGV business by approaching the tasks stated below with a high standard, work on optimizing performance and improving the operation of the team while maintaining the brand value based on H.I.L.T.O.N values, maximize the Show-Up rate of timeshare sales presentation by increasing the customer engagement for VIP and Package holders. As a part of Direct Marketing team, focus on optimizing sales & marketing performance and improving operations.
Job Purpose/Mandate
• Manage VIP for Japanese and Korean (Vacation Introductory Program) activation, tour booking, fulfillment operation
• Manage Japan/Hawaii/Korea package activation, tour booking, fulfillment operation
• Manager tour reschedules and cancellations
• Handle general inquiries from guests and owners
• Work with Orland and Hawaii teams to manage resort and hotel inventories
Team Management
• Support to achieve goals for individuals, Activation team and overall Direct Marketing
• Predict workload and control the appropriate staffing and work schedule
• Conduct call monitoring, coaching, Off-JT and OJT to agents
• Create and update tools such as process manuals and talk scripts
• Answer questions from the agents and provide the right guidance and feedback
• Handle complaints and deal with call escalation as needed
• Motivate and encourage agents through positive communication and feedback
• Execute action plan and manage KPIs
• Manage agents and team schedules
• Create and update tools such as WEB form, communication letter, etc., aligning with related departments
• Identify and report process issues/opportunities to Manager appropriately
• Other duties requested by Management members
Typical KPIs to focus on (subject to change depending on business situation)
• Hawaii tour Booking
• Customer service level (% Ans Calls, % Abandoned Calls, talk time, etc)
• Show-up rate
• No-show rate
• Cancel rate
Cancel rate
Please list the specific qualifications, years of experience, knowledge, skills and abilities needed for this position
• Proven experience as call center supervisor or similar supervisory position more than 1 year
• Strong leadership and a team player
• Model performance as Call center agent
• Excellent customer communication skills in Japanese
• Skills for handling difficult complaints and problem-solving ability
• Skills to motivate and coach agents with inspiring guidance
• Experience of improving productivity through continuous business improvement activities
• A results-oriented approach and Stress tolerance
• Working knowledge of MS Office suites
• Work experience in marketing and sales
• Knowledge and experience of timeshare business
• Business level of English
Education Associate's Degree/College Diploma/Cepeg Same
License/ Certificates
• Work permit in Japan
Years of related experience 3-5 5-7
Years of management or supervisory experience 1 2+
Management or supervisory experience type Supervisory Supervisory
Add'l requirements (i.e. % of travel, etc.)
• Ability to work a flexible schedule including evenings, holidays, and weekends