Asst Manager Guest Services

Hilton Grand Vacations•Kissimmee, FL

36d

About The Position

The Asst Manager Guest Services assists and supports the Manager of Guest Services in supervising Front Office operations, which includes the daily supervision of guest service and team member support. They will assist implementing improvements to policies and operational systems in order to achieve outstanding service scores. They will be responsible for driving company success through performing the following tasks to the highest standards: Assists with carrying out departmental goals and initiatives for the Front Office division. Tracks and monitors progress of goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations, and decision-making powers for goal achievement. Along with the Director of Guest Services ensures that department operates in compliance of interpersonal, business, and financial regulations. In the absence of the Manager of Guest Services, leads the Front Office and Front Services teams, and supervises its functions, resources, and scheduling outputs including business and financial management, facilities, information and communications technology, and resources. Routinely monitors guest survey scores, requests and complaints, and resolution of issues as deemed necessary to provide excellence in service. Ensures consistency in daily communication, and monitors activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest's expectations. Maintains human resource management practices that are carried out by team members 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 the Department. Assists in the maintenance of department onboarding schedule for all team members and Hilton Grand Vacations front office managers in partnership with the HR Assist coordinating 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 required. Responsible for the Owners Lounge Inventory for Food and Beverage Act as Manager on Duty and respond to emergency calls Responsible for lost and found department

Requirements

Strong leadership capability with the ability to empower, develop, and engage staff in a positive manner that produces business results. Demonstrates problem solving, analytical and conceptual skills
Displays effective organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines and manage competing priorities within a small team environment
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.
3+ Years demonstrated ability at property 200+ rooms
3-5 Years of Related Experience
3+ Years of Managerial Experience

Nice To Haves

Previous experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping. Timeshare ownership preferred
Knowledge of economic and accounting principles and practices and analysis and reporting of financial data
Experience in managing operations operating under a Collective Bargaining Agreement (CBA)
BA/BS/Bachelor's Degree
CPR/First Aid
7+Years of related experience
6+Years of director experience

Responsibilities

Assists with carrying out departmental goals and initiatives for the Front Office division.
Tracks and monitors progress of goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations, and decision-making powers for goal achievement.
Along with the Director of Guest Services ensures that department operates in compliance of interpersonal, business, and financial regulations.
In the absence of the Manager of Guest Services, leads the Front Office and Front Services teams, and supervises its functions, resources, and scheduling outputs including business and financial management, facilities, information and communications technology, and resources.
Routinely monitors guest survey scores, requests and complaints, and resolution of issues as deemed necessary to provide excellence in service.
Ensures consistency in daily communication, and monitors activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest's expectations.
Maintains human resource management practices that are carried out by team members 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 the Department.
Assists in the maintenance of department onboarding schedule for all team members and Hilton Grand Vacations front office managers in partnership with the HR
Assist coordinating 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 required.
Responsible for the Owners Lounge Inventory for Food and Beverage
Act as Manager on Duty and respond to emergency calls
Responsible for lost and found department