Assistant Director of Guest Services

Hilton Grand Vacations•Gordonsville, VA

11h•Onsite

About The Position

As an Assistant Director of Guest Services (Front Office) at Shenandoah Crossing Resort, this role is pivotal in driving company success by ensuring the highest standards of guest satisfaction. The position involves the effective handling of guest concerns and incidents in a timely and professional manner, while also alerting management to any serious issues. A key aspect is maintaining quality assurance standards of hospitality for all members, owners, and guests, whether on property or via telephone. The Assistant Director is also responsible for core front office operations, including checking in arriving guests and checking out departing guests. Furthermore, the role supports the Front Office Manager/Director in managing resort inventory and adjusting departmental policies and procedures. Daily operational tasks include completing Front Desk accounting transactions, balancing end-of-day shift reports, maintaining necessary paperwork, and communicating with various internal departments such as PBX, Housekeeping, Engineering, and Security. Accuracy in pending arrival information, rate checks, and preparation of arrival packets are also crucial. The position requires completing Front Desk Agent checklists, performing property and room inspections, and making recommendations to management for development and corrective action plans.

Requirements

A minimum of six (6) months of supervisory experience in the customer service field required.
A minimum of 1 year hotel industry experience
Demonstrate leadership skills such as integrity, professionalism, and confidentiality
A courteous and professional attitude when handling upset guests and difficult situations
High school diploma or equivalent

Nice To Haves

Possess the knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job with or without reasonable accommodation
Proven ability to respond effectively to sensitive inquiries or complaints
Ability to calculate figures and amounts, such as discounts, interest, commissions, proportions, percentages, etc.
Interpersonal skills, high level of communication skills, ability to make decisions and lead others
Understanding of how Housekeeping and Front Office work together

Responsibilities

Effectively handle incidents and guest concerns in a timely and professional manner to ensure high levels of guest satisfaction. Alert management team of potential serious issues.
Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone.
Check-in arriving guests and check-out departing guests.
Assist Front Office Manager/Director with managing resort inventory.
Assist with adjustment in departmental policies and procedures.
Complete Front Desk accounting transactions including balancing end-of-day shift reports.
Maintain necessary hard copies of paperwork of daily operations, as needed.
Communicate with all required internal departments including PBX, Housekeeping, Engineering, and Security, as needed, via telephone and/or email.
Ensure all pending arrival information is accurate. Check rates and prepare for upcoming arrival packets with necessary materials and information.
Complete Front Desk Agent checklist.
Perform property and room inspections.
Make recommendations to management regarding development and corrective action plans.

Benefits

Recognition Programs and Rewards
Excellent health care options, including medical, dental, and vision
Travel Discounts Program Go Hilton Team Member Travel Program offers deeply discounted rates
Generous Paid Vacation Program and Paid Sick Days
Employee Assistance Program that supports your physical and mental wellbeing
401(k) program with company match
Tuition reimbursement programs
Employee Stock purchase program
Numerous learning and advancement opportunities
And more!