HGV - Customer Service/Training Program

Hilton Grand Vacations (HGV), the premier vacation ownership and experiences company, operates a world-class global contact center to support our Owners across multiple brand groups. In 2025, HGV's contact center serviced well over 2.25 million calls and over 260,000 web chats from more than 722,000 customers across the three brand groups, supported by over 800 total Team Members.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

Hilton Grand Vacations (HGV), the premier vacation ownership and experiences company, operates a world-class global contact center to support our vacation ownership Members across multiple brand groups. In the last five years, HGV acquired Diamond Resorts International and Bluegreen Vacations, further establishing HGV as the primary player in our industry. In 2025, HGV's contact center serviced well over 2.25 million calls and over 260,000 web chats from more than 722,000 customers across the three brand groups, supported by over 800 total team members.

2025 was a transformational year for the HGV contact center, with significant efforts taken to unify contact center operations, invest in team member engagement programs and drive improvement across various key metrics that add significant value to the organization.

Key Transformation Efforts:

• Migrated to a 100% Remote/Work from Home Structure.
• Implemented our "Inspired Hospitality" Training & Development program: The act of creating an emotional connection with HGV Members, Owners, guests, and each other. Leading with the heart and being authentic in every interaction.
• Implemented a new Unified Recognition program, making a $100,000 budget investment for prizes and recognition events.
• Raised base pay and enhanced incentive program earning opportunities for all Agent groups.
• Launched a new Agent Coaching & Development program to invest in the continuous support and growth of team members.
• Aligned groups on best-in-class technology solutions.
• Structured support teams such as Workforce Management, Quality Assurance and a Global Support Help Desk for all team member groups.

But perhaps the single most significant transformation activity in 2025 was the development and implementation of our "Inspired Hospitality" Training & Development program.

The training program's overall mission: The act of creating an emotional connection with our Members, Owners, guests, and each other. Leading with the heart and being authentic in every interaction.

The Inspired Hospitality Training & Development program was successful in improving team member engagement, driving customer experience satisfaction and ultimately adding significant value to HGV's financials for 2025.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Inspired Hospitality is comprised of multiple component training events and programs.

• Inspired Hospitality training initiative kick-off: Each team member participated in a 4-hour interactive training session that outlined the following concepts:

  • Basic service vs. Inspired Hospitality. ü Choosing the right words.
  • "+ONE servicing", delivering on the unexpected.
  • Building connections: Active listening, showing personalized care.

• Emerge/Step Up to Leadership: Provides development in the area of leadership to team members who are interested in advancing their careers within the company or are interested in becoming a leader. Classes include:

  • Leadership Styles: Leader vs. Manager.
  • Communication Skills.
  • Transitioning from Team Member to Team Leader.
  • Giving & Receiving Feedback.
  • Conflict Management.
  • Personal Branding.
  • Supporting Career Aspirations & Career Development.

• Implementation of a new Learning Libraries program for team members:

  • Team Members have the opportunity to create an individualized Learning Library in the Learning & Development tool called UFirst and get paid to complete the courses.
  • Team members partner with their leader and add courses to their library that pique their interests both personally and professionally.
  • Team members are given opportunities to complete these modules in lieu of voluntary time off (VTO)when off-phone time is allowable.

• Launch of a Supervisor Manual for leaders, outlining expectations, a playbook for utilization of systems, reporting tools and analytics dashboards. Supervisor onboarding also includes attendance in the Balanced Leadership training module, which outlines the company's leadership philosophy, to achieve balance between the management and leadership components of being an effective and engaging leader.

• Agent Coaching & Development program: It is extremely important that all agents receive an equal amount of development from their supervisor. There are many benefits in ensuring that all agents receive consistent and equal support.

  • Fosters a positive environment of support and encouragement.
  • Agents experience greater job satisfaction through improved job performance.
  • Ensures that agents contribute positively to company success.

  Each agent has a meeting with their supervisor every week, alternating between these meeting types:

  • Coaching Sessions (1 on 1s)
    • The goal of the coaching session is to provide a 'big picture' review of an agent's job performance and contribution to the organization. Sessions include discussion of metric performance against goals, attendance status, any developmental/career pathing activities and specific action planning where improvement opportunities exist.
  • Call Monitor Sessions
    • The goal of the call monitoring sessions is to improve agent performance on phone calls or web chats, delivering sustained success against sales and customer service metric goals and stretch goals.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

HGV's Inspired Hospitality Training & Development program made a significant investment in our Team Members in 2025, completing 38 Inspired Hospitality training sessions for 818 attendees

• --> which drove world class associate engagement levels
  • --> which in turn resulted in the delivery of exceptional results for HGV

HGV Team Members are invited to complete an Associate Engagement Survey each year, which we facilitate via Qualtrics. Our 2025 year-end survey results indicate exceptionally strong engagement results, which we believe were driven by the Inspired Hospitality Training & Development content:

• Survey participation: 2023 = 78% 2025 = 83% Change = +5 points (+6%)
• Engagement score: 2023 = 61% 2025 = 77% Change = +16 points (+26%)
• Retention rate: 2023 = 70% 2025 = 85% Change = +15 points (+21%)
• Top individual question score increases year-over-year:
  • "I can see a clear link between my work and HGV's vision" = +10% YOY
  • "I have opportunities for advancement with HGV" = +7% YOY
  • "I can manage my job responsibilities in a way that enables healthy work-life balance" = +5% YOY
  • "HGV provides me with the opportunity for learning and development" = +4%
• This Team Member retention gain improves employee turnover, reduces hiring and training expenses, and drives up tenure and servicing expertise within our contact center team.

HGV Team Members are happy, and they return their appreciation to the organization by providing world-class care for our customers.

• In 2025, our HGV Owners told us that their customer satisfaction is extremely high, based on survey scores from our post-call survey:
  • Hilton Grand Vacations Owners: 96.6%
  • Diamond Resorts Club Owners: 96.4%
  • Bluegreen Vacation Club Owners: 97.6%
• These satisfied customers are showing increased engagement with the HGV product and completing a significantly higher amount of reservations with our contact center.

Every 1 percentage point of vacation booking increase that the contact center can generate from Club Members will ultimately result in $17 million dollars in top line sales revenue

• HGV Club: 3.2 percentage point lift X $17M = $54.4 incremental sales revenue
• Diamond Club: 1.0 percentage point lift X $17M = $17 incremental sales revenue
• Bluegreen Club: 3.7 percentage point lift X $17M = $62.9 incremental sales revenue

HGV Club Services contributed directly to generating $134.3 million in incremental sales revenue in 2025.

And we did that by creating happy and engaged Team Members via our Inspired Hospitality Training & Development program, who in turn produced highly satisfied customers that exhibited loyalty to HGV with repeat business.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

The following materials have been uploaded with this nomination. We believe these materials show the quality of product the HGV contact center Leadership team has created in reference to support resources, systems and programs for team members.

• Inspired Hospitality Training Module
• Learning Libraries content overview, with branded logo used in communications
• Balanced Leadership Philosophy Training Module
• Supervisor Manual, which highlights all of our software systems that Supervisors use to manage their teams, as well as our Coaching & Development expectations and tools