Asst Director Guest Services

Hilton Grand Vacations • Celebration, FL

5d

About The Position

Do you want to work for a company that values its team members and encourages you to achieve your best? At HGV, we have a place for you. We are a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. Our passion and dedication drives us in making a positive impact and memorable experiences for our owners, team and guests. Hilton Grand Vacations is looking for an Asst. Director Guest Services to join the Mystic Dunes team. Apply now to join our journey to success! In this position, you will supervise, schedule and encourage Security Associates by providing direction and equipment needed to accomplish their duties. What Will I be doing? 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. Handling Front Desk accounting transactions including balancing end-of-day shift reports. Maintain vital hard copies of paperwork of daily operations, as needed. Connect 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.

Requirements

• A minimum of six (6) months of supervisory experience in the customer service field required.
• 1 year of 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 experience or equivalent

Nice To Haves

• 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

• 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.
• Handling Front Desk accounting transactions including balancing end-of-day shift reports.
• Maintain vital hard copies of paperwork of daily operations, as needed.
• Connect 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

• Enjoy exceptional benefits, including comprehensive health care options starting day 1, a Travel Discounts Program with hotel rates worldwide, and an Employee Assistance Program that supports your well-being.
• Take advantage of numerous learning and advancement opportunities to fuel your professional growth.
• The company offers a Flexible PTO plan for managers and above that provides employees with ample time off to rest, recharge, and spend quality time with their loved ones.
• Benefit from a company culture that values work-life balance and family-friend Comprehensive 401(k) program with company match contributions to help secure your financial future.
• Exclusive employee stock purchase program, allowing you to invest in your future while benefiting from company growth.
• Additionally, a range of exclusive perks is available to enhance your overall employee experience and well-being.
• HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families."

What This Job Offers

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