MICHIKO MORI

Senior Club Counselor

Joined the company in April 2013 as Club Counselor. Has been serving in current position since September 2015.

(Q) What does your work involve?

(A) The club department is responsible for providing services to owners such as taking reservations, walking through contracts, payments, etc. during the owner services business hours from 9AM to 6PM. Seventy to eighty percent of the work involves taking phone calls, but as Senior Club Counselor, my job also involves taking care of requests from Lead, contacting Elite Status customers, and taking care of office work and internal work.

(Q) Satisfaction from work

(A) When reservations have been processed for owners who wish to go on vacations or when I hear things such as “your advice was great” after helping confused customers make the appropriate reservation, I feel a sense of satisfaction and motivation for work that I have never felt before. When things do not go accordingly to what the customers hope for, I also feel disappointed. However, I work hard to make proposals as much as possible on things that I can do, and I try my best to serve to the advantage of the customers.

(Q) What skills have you acquired?

(A) In telephone operations, it is necessary to be careful in terms how things are communicated so on this point, I think my way of speaking and communication skills have been greatly improving. In addition, I think my ability to listen well to what is being said and to infer the true intention of customers to the make appropriate proposals has been improving. There were instances upon joining the company when I bluntly said “I can’t do it” for things that I felt couldn’t be done, and when I communicated in a negative manner that led to me creating opportunities for the customers to make complaints. By always thinking of ways to communicate the message effectively, make good proposals, and finding ways that will serve to the advantage of customers, complaints from customers have reduced and work has become fun.

(Q) Regarding training

(A) There is a training conducted by a training personnel that is more than one month in duration and you will memorize the complicated terms and conditions of the time-share program. It taught me that a lot of hard work was involved, and I don’t think I have worked this hard before in my life. The rest is how much you can utilize that knowledge when answering the phone. In the initial few months, there is a lot of support and advice from managers and leaders, so I think you can approach work with confidence.

(Q) Charm of Hilton Grand Vacations and message for applicants

(A) You are blessed with a feeling of being at home surrounded by your team members and you can speak with your managers without any hesitation so there is no need for you to feel restricted. In addition, in my department, there is a training program called FAM trip and there are opportunities for you to actually see and study the facilities, which is greatly fulfilling. I also went through this training and in June 2014 I visited the facilities in Las Vegas and Utah. The facilities included 1LDK and 2LDK with a kitchen, living room, and bedroom. The training allowed me to furthermore experience the appeal of time-share where it felt like I was spending time in my own home.

I have been asked many times “what is a time-share” and I think this is still not commonly known. The work is not limited to memberships and vacations, but it involves helping owners who would like to enjoy their vacations. For those of you who are interested in vacations, you would become more detailed and have more information. Therefore, I think if you like vacations and travelling abroad and admire what’s overseas, you would acquire self-realization through your work here.