Director Guest Services

Hilton Grand Vacations • Virginia Beach, VA

4d

About The Position

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. The foundation of our way of life has been about making memorable experiences and a positive impact within our industry and the communities in which we live and thrive. Now is an exciting time to join our growing team and a leading company in the vacation industry! As a Director Guest Services, you will be responsible for providing leadership and guidance to front desk agents throughout the shift. Provides excellence in service while checking owners and guests in and out of the property and responding to inquiries regarding services following our brand standards throughout the duration of their stay. Conduct that demonstrates commitment and dedication to our Spirit of Service culture and our company Values is expected at all times. Accountable for the effortless and seamless movement of guests in and out of the resort providing exceptional levels of guest service through the guests stay. Act as a liaison between the resort and timeshare guests/owners to ensure spectacular level of customer service. Act as Manager on Duty on occasion and respond to emergency calls. Ensure all guests/owners are being treated in an efficient and courteous manner and that all Hilton Grand Vacation standards are being applied. Facilitate the resolution of any concerns/complaints for the guest and/ or refer and follow-up with appropriate personnel Responsible for training and direction of new department employees. Ensure all Front Office quality standards are complied with and that all policies and procedures are consistently applied. Work in conjunction with accounting to maximize accuracy. Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guests’ satisfaction Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest’s expectations. Strong skills in inventory management. Supervise the activities of the Front Office and ensure the timely completion of performance appraisals. Follows up on any team member issues that may arise. Regular attendance in conformance with the standards, which may be established and revised by HGVC from time to time, is essential to the successful performance of this position. Carries out reasonable requests of management

Requirements

• At least 2 years of front desk / guest services
• 2 years of management experience required
• Ability to read, analyze and interpret complex documents.
• Ability to create and interpret business communications and reports.
• Minimally intermediate computer skills.
• At minimum basic mathematical skills.
• Highly skilled in solving practical problems, using good judgment to deal with a variety of variables in guest and business situations.
• Excellent interpersonal and service skills.
• Ability to resolve conflict, think on their feet, influence and mentor others.
• Ability to work a flexible schedule

Nice To Haves

• At least 5 years of front desk / guest services
• 3-5 years of management experience required

Responsibilities

• Providing leadership and guidance to front desk agents throughout the shift
• Checking owners and guests in and out of the property and responding to inquiries regarding services following our brand standards throughout the duration of their stay
• Act as a liaison between the resort and timeshare guests/owners to ensure spectacular level of customer service
• Act as Manager on Duty on occasion and respond to emergency calls
• Facilitate the resolution of any concerns/complaints for the guest and/ or refer and follow-up with appropriate personnel
• Responsible for training and direction of new department employees
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guests’ satisfaction
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest’s expectations
• Supervise the activities of the Front Office and ensure the timely completion of performance appraisals
• Carries out reasonable requests of management

Benefits

• Day 1 Benefit Eligibility
• Competitive base pay
• Recognition Programs and Rewards
• Discounted travel programs
• 401(k) program with company match.
• PTO, 10 Paid Holidays per year plus 2 floating
• Paid Sick Days
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed