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IRM Support Specialist

Position Summary

The HVO Experiences Collection Support Specialist partners with the Manager, HVO Experiences Collection to create strategies and contribute to the optimization of inventory across all 12 Experience Collection Resorts which are 3rd party resorts in which HVO owns vacation ownership intervals. It tracks and maintains the accuracy of availability and reservations in a multi-step process, as reservations must first be made into the 3rd party resorts, must then be opened up for HVO Owners to book, and then HVO Owner reservations must be communicated back to 3rd party resorts.

Success in this position is accomplished through an understanding of overall business operations, department policies and procedures.

Follow all company and safety and security policies and procedures; ensure personal appearances are clean and professional. Maintain confidentiality of proprietary information and protect company assets. Report accidents, injuries, and unsafe work conditions to manager. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats. Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of employees. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CORE WORK ACTIVITIES

Inventory Management Support

  • Acquire and maintain level of knowledge and expertise for all Experiences Collection Resorts, including individual resort’s reservation rules and booking windows.

  • Book reservations at Experience Collection resorts based on HVO’s ownership, maximizing utilization.

  • Update Timeshare Ware availability based on 3rd party reservations secured.

  • Communicate HVO guest information back to Experience Collection resorts along with any guest authorization agreements or special requests, as received.

  • Process and respond to inquiries regarding Experiences Collection Certificates issued by Sales as FDB’s, following the terms and conditions of the certificate.

  • Log all redeemed Experience Collection FDB certifications in Sales Force.

  • Forward Experience Collection resort confirmation letters to owners.

  • Send weekly arrival reports to Experiences Collection resorts.

  • Communicate inventory status updates with all Experiences Collection Resorts as needed.

  • Identify inventory opportunities for availability and make recommendations on inventory shifts as necessary so that inventory is optimized for Owner usage.

  • Analyze historical and future data to identify gaps and obstacles that will negatively affect our business goals, make recommendations to Manager, and implement approved recommendations.

  • Knowledge share with peers to positivity impact overall departmental results, including conducting training, job shadowing and sharing best practices.

  • Perform special projects and other responsibilities as assigned.

Operational Support

  • Maintain documented resources and reports used within the department.

  • Support the department in the achievement of business results by identifying process enhancements, raising associate engagement levels, and positively contributing to the team overall culture.

Policies and Procedures

  • Maintain confidentiality of proprietary materials and information.

  • Protect the privacy and security of customers and co-workers.

  • Follow company and department policies and procedures.

  • Proactively research and investigate issues related to the management of inventory. Take action to rectify. Involve leadership when necessary.

  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

  • Perform other reasonable job duties as requested by Supervisors.

Communication

  • Discuss work topics, activities, or problems with co-workers, supervisors, or managers using proper discretion.

  • Ensure regular ongoing communication within all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance, and produce desired business results.

  • Compose routine correspondence and reports, such as e-mail, spreadsheets, etc.

  • Effectively communicate Inventory & Revenue Management philosophies as they pertain to recommended strategies to property staff and other department stakeholders.

Working with Others

  • Treat all employees and customers with dignity and respect.

  • Develop and maintain positive and productive working relationships with other employees and departments, promoting an environment of teamwork.

  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality.

  • Represent IRM cross-functionally with and other business partners as necessary.

  • Participate in community service events sponsored by Marriott Vacations Worldwide to build teamwork and enhance community relationships such as Children’s Miracle Network (CMN).

Documentation/Reporting

  • Use computer systems and software packages to input, access, modify, store, or output information.

  • Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

  • Utilize and create documents in Excel, Word, Outlook and other Microsoft applications.

  • Perform tasks using the applicable Inventory & Revenue Management software.

Office Equipment

  • Transmit information or documents using mail, scanner, or facsimile machine.

  • Operate standard office equipment other than computers such as telephone, scanner, fax, photocopier, calculator, and electronic peripherals.

  • Keep office equipment in working order and contact service representatives to correct problems with office equipment, including following-up to ensure problem is corrected.

  • Maintain office areas (e.g., cubicles, storerooms, conference rooms, etc.), including calling housekeeping and maintenance when needed.

  • Enter and locate work-related information using computers and/or other methods.

  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

  • Comply with quality assurance expectations and standards.

Specific Candidate Profile

Education / Experience:

  • High school diploma / G.E.D. equivalent required.

  • 2-year college degree required.

  • Minimum of 1-year related work experience.

OR

  • High school diploma / G.E.D. equivalent required.

  • Minimum of 1-2 years MVW experience, preferably in Inventory & Revenue Management, Resort Operations, Owner Services or Finance & Accounting or 2-3 years related work experience.

Skills/Attributes:

Personal Attributes

  • Integrity

  • Dependability

  • Positive Demeanor

  • Presentation

  • Initiative

  • Stress Tolerance

  • Adaptability/Flexibility

Interpersonal Skills:

  • Teamwork

  • Leadership

  • Customer Service Orientation

  • Diversity Relations

Communications

  • Telephone Etiquette Skills

  • English Language Proficiency

  • Communication

  • Writing

  • Listening

  • Applied Reading

Organization

  • Detail Orientation

  • Multi-Tasking

  • Time Management

  • Planning and organizing

  • Analytical Skills

  • Computer Skills

  • Learning

  • General Administration

  • Typing

  • Filing

Computer Software

  • Moderate proficiency with Microsoft Office applications

  • Revenue Management systems preferred.

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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