Director Guest Services
Hilton Grand Vacations•Waikoloa, HI
•Onsite
About The Position
The Director of Guest Services is a key member of the Resort Leadership Team, overseeing all Front Office operations—including Front Desk, Reservations, Night Audit, PBX (Telephone Operations), Bell Services, and Shuttle Operations—to deliver exceptional owner and guest experiences. This role is ideal for a hands‑on, people‑focused leader who thrives in a fast‑paced hospitality environment while driving service excellence, team engagement, and operational performance at our Waikoloa resort.
Requirements
- High School Diploma or equivalent
- 5–7 years of hotel or resort operations experience
- 4+ years of management or supervisory experience
- Strong leadership, communication, and problem‑solving skills
- Experience with property management systems (PMS) and workforce/timekeeping tools
- Ability to manage multiple priorities in a fast‑paced environment
Nice To Haves
- Bachelor’s Degree
- 7+ years of related experience
- Prior Director‑level leadership experience
- Timeshare or vacation ownership experience
- Knowledge of budgeting, forecasting, and operational reporting
- Data‑driven approach using guest satisfaction and labor metrics
- CPR / First Aid Certification
Responsibilities
- Lead daily Front Office operations to ensure seamless, high‑quality owner and guest experiences
- Drive consistent check‑in and check‑out excellence while collaborating with all resort departments
- Resolve owner and guest concerns with a strong focus on service recovery and satisfaction
- Oversee accurate cash handling, audit compliance, and Night Audit operations
- Manage departmental labor and operating expenses within approved budgets
- Lead hiring, onboarding, training, scheduling, coaching, and performance management
- Develop future leaders through mentoring and leadership development
- Build a high‑performance, accountability‑driven service culture
- Ensure compliance with brand standards, safety protocols, and company policies
- Partner with Sales, Rentals, and other departments to support resort goals
- Participate in leadership meetings and communicate performance metrics and priorities
Benefits
- Medical, Dental, and Vision insurance from Day One
- 401k plan with company match
- Life insurance
- Company stock purchase program
- Team Member Travel Program
- Flexible PTO plan for managers and above
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
High school or GED
