The Reservations Training Manager is responsible for managing all aspects of the development and facilitation of training curriculum supporting Hotel Reservations contact center operations. As a Reservations Training Manager, you would be responsible for:Manages the team of Quality Assurance Specialists responsible for developing comprehensive training curriculum/content, training class itineraries, materials, and job aids, and facilitation of all contact center training. Responsible for recruiting, hiring and effective onboarding of direct reports and supporting their ongoing skill set proficiency, growth and development. Manages administrative functions including payroll, management reporting, team member goal setting, performance reviews, and other management level administrative functions. Collaborates with workforce management team on scheduling and facilitation of classroom and virtual training supporting and Hotel Reservations including general new-hire onboarding, Hotel Reservations, systems/technology, policies and procedures, customer service skills, sales conversion techniques, new products and services, new resort acquisitions, and new business initiatives. Ensures training programs are delivered in a creative, engaging format that inspires and motivates team members to learn, comprehend, and perform their job duties at expected levels. Ensures thorough proficiency assessments are implemented in all training programs and/or curriculum to ensure team member comprehension and proficiency. Ensures training materials, job aids, and policy and procedure documents are continuously updated and archived, with updates communicated to team members in a timely manner, and ensures training curriculum and proficiency measurement metrics are aligned with business goals and objectives at all times. Maintains comprehensive training program records for all team members encompassing University of Excellence, corporate training (mandatory and elective), and all department-specific training programs. Collaborates with contact center management team to identify skill set development opportunities for individual team members, and takes action to schedule ad-hoc training for continuous development of team members. Utilizes technology, data, and reporting resources to analyze all aspects of daily operations, and proactively trend-spots to identify areas of opportunity for continuous improvement. Serves as a key subject matter expert on all aspects of Yield Management contact center operations, products and services, systems/technology, and policies and procedures. Builds and maintains a positive working environment that attracts and retains high-quality staff. Nurtures relationships and maintains open lines of communication with direct reports, peers, managers, support team members, senior leaders, and all internal departments to foster collaboration and consistent delivery of exceptional customer service. Provides comprehensive training for direct reports and proactive coaching as needed on specific performance standards, policy and procedure compliance, accuracy, product and process knowledge for continuous improvement. Collaborates with HR on all progressive discipline situations and delivers progressive discipline within defined Company guidelines. Supports and advocates all Company and departmental policies, processes, business goals and initiatives. Performs other related duties as assigned. Why do Team Members Like Working for us. Recognition Programs and Rewards. Excellent health care options, including medical, dental, and vision. A people-first culture. Go Hilton: Travel Discounts Program Hilton hotel rates worldwide. Perks at work: Employee Pricing platform. Employee Assistance Program that supports your physical and mental well-being. Paid Vacation Time and Paid Sick Days 401(k) program with company match. Tuition reimbursement programs. Numerous learning and advancement opportunities. And more! To fulfill this role successfully, you must possess the following minimum qualifications and experience:3-5 years of relevant professional experience 3 years supervisory experience with direct reports. Proficiency in Microsoft Excel and PowerPoint. Strong analytical and critical-thinking skills. Demonstrated problem-solving and troubleshooting abilities. Ability to work independently with minimal supervision. Willingness and capacity to quickly learn new programs and application. When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.