Director Guest Services

Hilton Grand Vacations•Myrtle Beach, SC

About The Position

New Year, New Opportunity! Are you looking to take the next step in your career? We are looking for an experienced guest services leader to come join us at Ocean 22 in Myrtle Beach! The ideal candidate will have extensive experience in the hospitality field and proven experience leading a team to success! This position is located in Myrtle Beach, South Carolina but we are open to offering relocation assistance to the perfect candidate! Join us! At Hilton Grand Vacations, we will help you reach your goals and build your future. Join a company where helping people get away helps you get ahead and see just how far you can go. Be the heart of exceptional guest experiences by joining our Resort Operations Teams. Our Guest Services Manager will be responsible for overseeing all aspects of the front desk, bell services, recreation, and food & beverage. The position will work with the Resort Leadership Team to develop and implement changes to policies and operational systems to achieve outstanding service scores; maintain appropriate budget allocation to improve business sustainability; and identify opportunities that better equip the organization to achieve its established annual business goals. Here's why you'll love it here: Relocation Assistance 401(k) program with company match. Unlimited PTO Recognition Programs and Rewards Discounted hotel rates worldwide! Employee stock purchase program Tuition reimbursement programs Numerous learning and advancement opportunities And more! Main Responsibilities: Leads, directs and coordinates all efforts of the front desk, reservations, night audit, and bell/valet. Supervises the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided. Leads and mentors the growth of the team. Oversees and figures out the resolution of problems arising from owner/guest concerns with a dedication to satisfying every guest/owner. Also, report any unresolved problems to the General Manager. Manages and accounts for the accurate collection of monies due to the property. Directs night audit activity and the preparation of weekly accounting reports ensuring property operations meet internal audit standards. Ensures the provision of special services to owners and guests. Leads team member functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay, and recognition. Maintains a positive collaborative work environment between staff and management. Ensures team members fully understand performance standards, uniforms, and appearance standards. Monitors payroll hours and reports. Attends management meetings and conducts departmental meetings. Routinely inspects department to ensure that equipment is in proper working condition and supplies are stocked. Serves as liaison with the rental and sales departments. Assists with owner and guest activities and recreation as the need arises by management. May be required to do other duties and special projects as assigned by the General Manager. Carries out reasonable requests of management.

Requirements

3-5 years of Hotel OR Resort related experience is required.
2+ years of supervisory or management experience
Ability to lead each field of the department independently.
Demonstrates excellence in service quality standards that affect guest satisfaction, responding to guests in a timely and professional manner.

Responsibilities

Leads, directs and coordinates all efforts of the front desk, reservations, night audit, and bell/valet.
Supervises the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided.
Leads and mentors the growth of the team.
Oversees and figures out the resolution of problems arising from owner/guest concerns with a dedication to satisfying every guest/owner.
Also, report any unresolved problems to the General Manager.
Manages and accounts for the accurate collection of monies due to the property.
Directs night audit activity and the preparation of weekly accounting reports ensuring property operations meet internal audit standards.
Ensures the provision of special services to owners and guests.
Leads team member functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay, and recognition.
Maintains a positive collaborative work environment between staff and management.
Ensures team members fully understand performance standards, uniforms, and appearance standards.
Monitors payroll hours and reports.
Attends management meetings and conducts departmental meetings.
Routinely inspects department to ensure that equipment is in proper working condition and supplies are stocked.
Serves as liaison with the rental and sales departments.
Assists with owner and guest activities and recreation as the need arises by management.
May be required to do other duties and special projects as assigned by the General Manager.
Carries out reasonable requests of management.