Assistant Director of Guest Services

Hilton Grand Vacations • San Antonio, TX

1d • Onsite

About The Position

The Assistant Director of Guest Services assists and supports the Director of Guest Services in all aspects of Front Office operations, including daily supervision of guest service and team member support. The role implements improvements to policies and operational systems to achieve outstanding service scores. It is based at Hilton Grand Vacations’ Eilan Hotel and Spa, a resort in Northwest San Antonio with 165 guestrooms, a full-service spa, event space, and food and beverage outlets.

Requirements

• At least 2 years of customer service experience.
• At least 2 years of management experience.
• Previous hotel front desk experience.
• Demonstrated leadership skills, including integrity, professionalism, and confidentiality.
• Courteous and professional attitude when handling upset guests and difficult situations.
• High school diploma or equivalent.

Nice To Haves

• Associate degree or college diploma.
• 3 or more years of similar experience.
• Ability to explain and demonstrate the skills and abilities to perform the essential job functions, with or without reasonable accommodation.
• Proven ability to respond effectively to sensitive inquiries or complaints.
• Ability to calculate figures and amounts, including discounts, interest, commissions, proportions, and percentages.
• Interpersonal skills, strong communication skills, and the ability to make decisions and lead others.
• Understanding of how Housekeeping and Front Office work together.

Responsibilities

• Supervise and manage Front Office operations across various shifts.
• Ensure hospitality quality assurance standards are provided to members, owners, and guests on property and by telephone.
• Handle incidents and guest concerns promptly and professionally to maintain high guest satisfaction, and alert the management team to potentially serious issues.
• Check in arriving guests and check out departing guests.
• Assist the Director of Front Office with personnel functions, including performance management, counseling, scheduling, training, brand-standard compliance, and recognition.
• Inspect public areas daily and coordinate prompt responses to substandard conditions with the appropriate department.
• Inspect rooms for VIP guests.
• Assist with adjustments to departmental policies and procedures.
• Complete the property night audit.
• Communicate as needed with internal departments, including PBX, Bell, Valet, Housekeeping, Engineering, and Security, by telephone or email.
• Coordinate and conduct training for incoming and existing resort staff to ensure HGVC quality standards and policies are met.
• Monitor and manage room inventory and room status in the resort’s PMS and booking systems, ensuring timely and accurate updates throughout the day.
• Ensure all pending-arrival information is accurate.
• Perform other duties as assigned by the leader.

Benefits

• Day 1 eligibility for medical, dental, and vision health care options.
• Recognition programs and rewards.
• Travel discounts program.
• Paid vacation and paid sick days.
• Employee Assistance Program supporting physical and mental wellbeing.
• 401(k) program with company match.
• Tuition reimbursement programs.
• Employee stock purchase program.
• Learning and advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED