Asst Director Guest Services

Hilton Grand Vacations•Branson, MO

2d•Onsite

About The Position

For over 30 years, we have been Hilton's exclusive timeshare brand, delivering exceptional vacation experiences to more than 725,000 travel enthusiasts worldwide. At HGV, our top priority is to provide our members and guests with high-quality vacation ownership options, along with unmatched services and benefits. As the Assistant Director of Guest Services, you will be responsible for assisting and supporting the Director of Guest Services in managing Front Office operations, which includes the daily supervision of guest service and team member support. You will assist implementation improvements to policies and operational systems in order to achieve outstanding service scores.

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.