Director Guest Services

Hilton Grand Vacations • Orlando, FL

9d • Onsite

About The Position

As a Director of Guest Services, you would be responsible for performing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards. Ensures that a high standard of service is delivered in a friendly and personalized manner by responding to owners' and guests' concerns and maintaining a high level of visibility and contact. Follow-through on stated goals and commitments by using a methodical and logical approach in the development of recommendations for action and exhibits direct integrity and support to team members, corporate leaders, owners, and guests. Attends management meetings and conducts departmental meetings to provide effective communication with key partners and leadership. Experience with novel and creative approaches to problem-solving to achieve strategic outcomes. Ability to seek input from pertinent sources to make timely and well-informed decisions. Empowers Team Members to be partners in the achievement of stated goals to ensure team members fully understand performance, uniform, and appearance standards. Identify and exhibit motivational behavior in line with pivotal initiatives. Readily adapts personal, interpersonal, and leadership behavior to address challenges appropriately. Can use situational awareness to adapt and adjust to fit the needs of the moment. Handles and accounts for the accurate collection of monies due to the property. Ensures the provision of special services to owners and guests. Leads personnel functions such as selection, orientation, training, performance reviews, corrective action, counseling, scheduling, labor utilization, pay, and recognition. Serves as liaison with the rental and sales departments. Conveys clear performance expectations and follows up consistently. Sets clear goals and objectives.

Requirements

• Associate's Degree/College Diploma/or meaningful experience
• 3-5 years of related experience
• 2+ years of Supervisory experience

Nice To Haves

• BA/BS Bachelor's Degree preferred
• VOICE Certified
• 5-7 years of customer service experience
• 4+ years of managerial experience

Responsibilities

• Ensures that a high standard of service is delivered in a friendly and personalized manner by responding to owners' and guests' concerns and maintaining a high level of visibility and contact.
• Follow-through on stated goals and commitments by using a methodical and logical approach in the development of recommendations for action and exhibits direct integrity and support to team members, corporate leaders, owners, and guests.
• Attends management meetings and conducts departmental meetings to provide effective communication with key partners and leadership.
• Experience with novel and creative approaches to problem-solving to achieve strategic outcomes.
• Ability to seek input from pertinent sources to make timely and well-informed decisions.
• Empowers Team Members to be partners in the achievement of stated goals to ensure team members fully understand performance, uniform, and appearance standards.
• Identify and exhibit motivational behavior in line with pivotal initiatives.
• Readily adapts personal, interpersonal, and leadership behavior to address challenges appropriately.
• Can use situational awareness to adapt and adjust to fit the needs of the moment.
• Handles and accounts for the accurate collection of monies due to the property.
• Ensures the provision of special services to owners and guests.
• Leads personnel functions such as selection, orientation, training, performance reviews, corrective action, counseling, scheduling, labor utilization, pay, and recognition.
• Serves as liaison with the rental and sales departments.
• Conveys clear performance expectations and follows up consistently.
• Sets clear goals and objectives.

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: Associate degree