This role is a union position and pays $30.87 - $42.16 per hour.

What will I be doing?

The Club Counselor NY & DC serves as ambassador for owners staying at the resort. A Club Counselor is responsible for carrying out the position's responsibilities and driving company success through performing all tasks to the highest standards.

• Greets owners and guests and completes arrival (check-in) and departure (check-out) experiences in accordance with established procedures daily. Confirms guests' preferences and their happiness and experience in the hotel. Issues and controls unit keys. Provides guests with personal business cards during every check in.
• Uses 5-10 rule during every encounter. Accompanies guests to the rooms during arrival and explains features of the rooms such as operation of the lights, HVAC, TV, toilets and etc.
• Meets guests in the main hotel lobby and assists with directions to the arrival area. Assists with Valet and Bell services.
• Accesses reservation system to determine unit availability and assist with reservations, changes and blocks as the need arises maintaining HGVC rental policies in an effort to increase inventory. Assists Club owners with questions regarding all aspects of the club program.
• Generates invoices and collects monies due through the rental program and through merchandise sales. Process payments, credits, and adjustments in order to maintain accuracy of guest accounts using PMS systems.
• Performs cash transactions and maintains full responsibility for personal bank. Provides cash change to guests and audits personal bank daily at the end of each shift. Maintains safety deposit boxes.
• Processes packages, mail, delivers telephone and fax messages, assists with luggage to ensure delivery in the most timely and accurate manner.
• Personally assist guests with questions pertaining to room features and maintenance concerns. Performs room inspections daily and ensures familiarity with the rooms. Assists directly with delivery of personal amenities.
• Answers incoming and outgoing calls. Receives housekeeping and maintenance requests, work orders, contacts corresponding department for resolution. Performs follow up to ensure happiness after guest concern was addressed. Uses service recovery tool box. Reports any unresolved problems to management.
• Communicates with guests prior, during and post-stay. Captures guest preferences in the PMS. Assists on setting the room with amenities for special occasions.
• Entertains (hosts), interacts with owners and guests in the lounge, front office and other areas of the hotel. Provides information on area attractions and resort amenities. Assists guests with concierge requests, makes reservations and completes guest inquiries to restaurants, museums, shows, etc.
• Supplies and maintains established information and communication sources. Updates log books. Relays pertinent information to oncoming shift. Completes shift check list and provides to the manager at the end of the shift. Maintains clean work area, restocks front office with supplies including preparing arrival packages. Types correspondence and reports for management as needed.
• Acknowledges Hilton Honors and Elite club members. Provides recognition, proper benefits and amenities in accordance with both loyalty programs.
• Observes hotel spaces and observes safety policies. Reports any suspicious activities to management/security.
• Adheres to grooming standards, attendance policy and safety guidelines established by the company.
• Assists other departments as needed and performs other vital duties as requested by management.

• Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We believe that at the core of our company’s success are our Team Members! To fulfill this role optimally, you must possess the following minimum qualifications and experience:

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Possess superb communication skills both verbal & written
• Customer Service Experience
• Hotel or Timeshare experience preferred

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

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 crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.