Director Guest Services
About The Position
The Director of Guest Services is a hands-on leader responsible for the day-to-day operations of the resort’s Guest Services and PBX Department, delivering service in alignment with the company’s “Inspired Hospitality” culture. The role focuses on guest satisfaction, operational effectiveness, financial performance, team development, and maintaining brand standards at an 829-room resort on the Las Vegas Strip. The Director also contributes to owner and guest experiences, resolves escalated concerns, collaborates across departments, and supports the resort’s continued growth.
Requirements
- High school diploma.
- Minimum of 5 years of managerial experience.
- Minimum of 7 years of direct front desk or front office operations experience in a hospitality environment, with proven supervisory experience.
- Microsoft 365 experience.
- Previous experience in a mid-volume hotel setting.
- First Aid/AED and CPR certification.
Nice To Haves
- Bachelor’s degree.
- Microsoft Co-Pilot/AI experience.
- Prior management experience.
- Timeshare industry experience.
Responsibilities
- Oversee the day-to-day operations of the Guest Services and PBX Department, ensuring high service levels and guest satisfaction.
- Develop and implement strategies to improve the guest experience and exceed expectations.
- Develop and manage departmental budgets to meet financial targets.
- Monitor industry trends and successful strategies to foster innovation and maintain a competitive edge.
- Prepare and submit weekly payroll hours and reports, and audit attendance.
- Attend management meetings and conduct departmental meetings, including daily Huddles.
- Represent the resort at Front Office Cluster and Inventory Management meetings, as well as global calls set by HGV.
- Develop and lead owner and guest appreciation activities and recreation as required by management.
- Lead the resolution of escalated guest concerns and service recovery situations.
- Maintain readiness for audits and quality assurance inspections, and uphold brand standards.
- Investigate operational issues affecting guests and implement sustainable solutions to prevent recurrence.
- Collaborate with other departments to resolve operational challenges and improve processes.
- Recruit, train, coach, and develop team members.
- Build team engagement through recognition, communication, and development initiatives.
- Perform other duties and special projects as assigned by the Assistant General Manager and/or Resort General Manager.
Benefits
- Comprehensive health care options starting on day one.
- Travel Discounts Program with hotel rates worldwide.
- Employee Assistance Program.
- Learning and advancement opportunities.
- Flexible PTO plan for managers and above.
- Company culture that values work-life balance and family-friendliness.
- 401(k) program with company match contributions.
- Employee stock purchase program.
- Additional exclusive employee perks.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
High school or GED
