Assistant Director of Guest Services

Hilton Grand Vacations•Branson, MO

11d•Onsite

About The Position

This role is responsible for driving company success through performing the following tasks to the highest standards: 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. Ensures that department operates in compliance of organizational, business, and financial regulations. Routinely monitors guest survey scores, requests and complaints, and resolution of issues as deemed necessary to provide excellence in service. Maintains human resource management practices that are executed by direct reports which include performance management, and corrective action in partnership with the HR Business Partner. Maintains firm understanding of the established Collective Bargaining Agreement as it relates to the supervision and performance of HHV-VO team members. Coordinate developmental plans for team members to ensure continued growth and success within the organization. Maintains relationships, contracts, compliance, and interface issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner. Performs other related activities as needed.

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
Able to work flexible schedules including mornings, evenings, weekends and holidays
3+ years of managerial experience
3+ years of experience at property with 500+ rooms
Strong leadership capability with the ability to motivate, develop, and engage staff in a positive manner that produces business results
Demonstrates problem solving, analytical and conceptual skills
Strong written and oral interpersonal communication skills with the ability to build and maintain productive working relationships and negotiate with a range of internal and external clients

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.
Ensures that department operates in compliance of organizational, business, and financial regulations.
Routinely monitors guest survey scores, requests and complaints, and resolution of issues as deemed necessary to provide excellence in service.
Maintains human resource management practices that are executed by direct reports which include performance management, and corrective action in partnership with the HR Business Partner.
Maintains firm understanding of the established Collective Bargaining Agreement as it relates to the supervision and performance of HHV-VO team members.
Coordinate developmental plans for team members to ensure continued growth and success within the organization.
Maintains relationships, contracts, compliance, and interface issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
Performs other related activities as needed.