Asst Director Guest Services

Hilton Grand Vacations•Ridgedale, MO

15h

About The Position

As the Assistant Director of Guest Services, you will assist and support the Director of Guest Services in all aspects of Front Office operations, which includes the daily supervision of guest service and team member support. You will also implement improvements to policies and operational systems in order to achieve outstanding service scores.

Requirements

A minimum of one 2 years of experience in the customer service field is required.
A minimum of 2+ years of management experience is required.
Previous Hotel front desk 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

Associate degree/College diploma
3+ years of similar experience
Possess the knowledge, skills, and abilities and be able to explain and demonstrate that they 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

Supervise and manage all Front Office operations during the night shift.
Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone.
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.
Check-in arriving guests and check-out departing guests.
Assists Director of Front Office with personnel functions – including but not limited to, performance management, counseling, scheduling, training, brand standard compliance, and recognition.
Performs daily inspections of all public areas and coordinates the prompt response to any substandard area to the appropriate department.
Performs room inspections for VIP guests.
Assist with adjustment in departmental policies and procedures.
Complete property night audit.
Communicate with all required internal departments including PBX, Housekeeping, Engineering, and Security, as needed, via telephone and/or email.
Coordinates and conducts training sessions for incoming and existing employees of the resort staff to ensure all HGVC quality standards and policies are met.
Responsible for monitoring/managing room inventory and room status in resorts PMS and booking systems to ensure that it is timely and accurately updated throughout the day.
Ensure all pending arrival information is accurate.
Other duties as assigned by your leader.