Outbound Engagement & Initial Conversation:

• Execute outbound email and phone campaigns tied to marketing initiatives and pilot test objectives

• Must conduct ~80-100 outbound and inbound calls a day to meet pilot business expectations

• Proactively follow up on email campaigns to increase engagement and secure Member/Consumer opt-in for personalized services

• Conduct outbound call campaigns using approved scripts while maintaining a conversational, relationship-first approach

• Clearly articulate the value of personalized service and relationship-based engagement

Discovery & CRM Data Enrichment:

• Conduct structured yet natural discovery conversations to understand consumer preferences, travel habits, life events, and service expectations

• Accurately capture and maintain consumer data within Salesforce, including:

  • Contact details and communication preferences

  • Personal milestones (e.g., Birthdays, Anniversary’s, special occasions)

  • Travel history, resort preferences, and interests

  • Opt-in status and consent documentation

• Ensure Salesforce data is complete, current, and actionable for Certified Vacation Advisor

Sales Readiness & Scheduling:

• Qualify consumer interest and readiness for a sales conversation

• Schedule calls or appointments for assigned Certified Vacation Advisor, ensuring proper handoff and context

• Provide Certified Vacation Advisor with relevant discovery insights to enable a personalized and informed sales conversation

Relationship Nurturing & Ongoing Engagement:

• Support ongoing relationship building through thoughtful, timely correspondence, including:

  • Birthday/Anniversary outreach

  • Post Stay and post-vacation follow ups

  • Personalized check-ins and milestone acknowledgements

• Coordinate with resort teams to deliver “surprise & delight” experiences such as:

  • In room gifts

  • Special amenities or upgrades (when available)

  • Recognition of special events 

  • The ability to blend inspired hospitality, service, and sales performance to drive a successful business model

  • Required to sell with integrity, adhering to all compliance and legal guidelines

  • Act as a liaison between marketing, sales, service, and resort partners to ensure a cohesive, personalized experience

  • Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,

  • Completes all required Company training/compliance courses as assigned.

  • Adheres to Company standards and maintains compliance with all policies and procedures.

  •  Performs other related duties as assigned