Asst Director Guest Services

Hilton Grand Vacations • Las Vegas, NV

6d • Onsite

About The Position

Hilton Grand Vacations is looking for an Asst Director of Guest Services to join the team at Polo Towers. This role offers the chance to apply hospitality expertise or embark on an exciting career with ample opportunities for growth and advancement. The resort, located on the Las Vegas Strip, is an 829-room property offering a retreat for owners and guests. Amenities include a rooftop pool, fitness center, and spa.

Requirements

• A minimum of 3 years of leadership experience in Guest Service required.
• A minimum of 3 years Resort Hospitality experience.
• Demonstrate leadership skills such as integrity, professionalism, and confidentiality.
• Ability to perform multiple tasks under time constraints and determine priority status.
• A courteous and professional attitude when assisting upset guests and resolving difficult situations.
• High school diploma or equivalent.

Nice To Haves

• Vacation Ownership experience helpful.
• 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

• Resolve and follow up on incidents and guest concerns in a timely and professional manner and aligned with our Make It Right practice. Use proper judgement and escalate potential serious issues to leadership.
• Ensure Inspired Hospitality is delivered to all members, owners, and guests on property and/or via telephone and email correspondence.
• Assist Guest Services Director with managing resort inventory.
• Be knowledgeable of departmental policies and procedures and ensure implementation and compliance.
• Oversee and ensure completion of Guest Services accounting transactions including balancing end-of-day shift reports.
• Maintain all required daily, weekly, monthly documentation to ensure compliance with SOPs.
• Collaborate and effectively communicate with internal departments including PBX, Housekeeping, Engineering, and Security to ensure a seamless owner/guest experience.
• Review Front Desk Agent and Supervisor checklists. Ensure completion and propose any changes needed to increase efficiency of Guest Services Operations.
• Perform property and room inspections. Follow up to ensure any deficiencies are resolved promptly.
• Perform administrative tasks, including ordering, billing and reconciliation, scheduling, attendance tracking, payroll submission.
• Engage in team member training and development, coaching, to ensure consistent delivery of Inspired Hospitality.
• Exemplify Hilton Values (Hospitality, Integrity, Leadership, Teamwork, Ownership, Now) in conduct and interactions with team members, owners, and guests.
• Assist Guest Services Director with recruiting, including interviewing, onboarding, and training of new team members.
• Carries out any reasonable requests by leadership.

Benefits

• Day 1 Health Benefits Eligibility: Excellent health care options, including medical, dental, and vision
• Recognition Programs and Rewards
• Travel Discounts Program
• Outstanding 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

What This Job Offers

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