Director Guest Services

Hilton Grand Vacations • Saint Augustine, FL

10d

About The Position

Join the team at Hilton Vacation Club, St. Augustine today as the Director of Guest Services! The Director of Guest Services is responsible for the overall business and management of the Front Office operations, which includes the daily supervision of guest service and team member support. They work with the Resort Leadership Team to develop and implement improvements to policies and operational systems in order to achieve outstanding service scores; maintain accurate budget allocation to improve business sustainability; and find opportunities that better equips the organization to achieve its established annual business goals.
Here's why you'll love it here!
We offer an excellent benefits package to our full-time Team Members that include:
Medical, Dental, and Vision insurance
Financial Wellness - 401k plan with company match, Life insurance, Company stock purchase program
Team Member Travel Program - enjoy discounted rates at incredible properties around the globe
Generous Paid Time Off Program
Paid Sick Days
Team Member Recognition and numerous learning and advancement opportunities
and more!
Our dedication to excellence is recognized and celebrated by some outstanding accolades including a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.
Schedule Details:
Our Resort operates 7 days per week.
Additional Responsibilities Include:
Develops and implements the critical initiatives of the Front Office division and makes adjustments to the operations to meet the strategic goals and interests of Resort Operations. Develops clear goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations and decision-making powers for goal achievement. Maintains compliance with interpersonal, business, and financial regulations.
Leads the Front Office and Front Services teams and supervises its functions, resources, and scheduling outputs including business and financial management, facilities, information and communications technology, and resources. Routinely supervises guest survey scores, requests and complaints, and resolution of issues as deemed vital to provide excellence in service. Ensures consistency in daily communication, and monitors activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest’s expectations.
Develops human resource management practices that are implemented by staff which include recruitment, performance management, and corrective action in partnership with the HR Business Partner.
Develops department onboarding schedule for all team members and HGV managers. Identifies and coordinates development plans for team members to ensure continued growth and success within the organization.
Maintains relationships, contracts, compliance, and collaborate with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
Develops and leads the financial spending of the operations as it relates to the established annual budget. Makes recommendations based on data to achieve financial sustainability, and ensures effective reporting and forecasting of results in collaboration with Senior Leadership and Business Management
Performs other related activities as the need arises.
What are we looking for....
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth.

Requirements

• 5 years of related experience in Guest Services.
• 4 years of management or supervisory experience.
• High school diploma or equivalent experience.
• Able to work flexible schedules including mornings, evenings, weekends and holidays.
• Strong leadership capability with the ability to empower, develop, and engage staff in a positive manner that produces business results. Demonstrates problem solving, analytical and conceptual skills.
• Strong written and oral interpersonal communication skills with the ability to build and maintain productive working relationships and partner with a range of internal and external clients.

Nice To Haves

• Experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping. Timeshare ownership preferred.
• Knowledge of economic and accounting principles and practices, analysis and reporting of financial data.
• Experience in managing operations operating under a Collective Bargaining Agreement (CBA).
• Fluent Japanese language (read, speak, write)
• BA/BS/Bachelor's Degree
• CPR/First Aid Certification

Responsibilities

• Develops and implements the critical initiatives of the Front Office division and makes adjustments to the operations to meet the strategic goals and interests of Resort Operations.
• Develops clear goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations and decision-making powers for goal achievement.
• Maintains compliance with interpersonal, business, and financial regulations.
• Leads the Front Office and Front Services teams and supervises its functions, resources, and scheduling outputs including business and financial management, facilities, information and communications technology, and resources.
• Routinely supervises guest survey scores, requests and complaints, and resolution of issues as deemed vital to provide excellence in service.
• Ensures consistency in daily communication, and monitors activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest’s expectations.
• Develops human resource management practices that are implemented by staff which include recruitment, performance management, and corrective action in partnership with the HR Business Partner.
• Develops department onboarding schedule for all team members and HGV managers.
• Identifies and coordinates development plans for team members to ensure continued growth and success within the organization.
• Maintains relationships, contracts, compliance, and collaborate with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
• Develops and leads the financial spending of the operations as it relates to the established annual budget.
• Makes recommendations based on data to achieve financial sustainability, and ensures effective reporting and forecasting of results in collaboration with Senior Leadership and Business Management
• Performs other related activities as the need arises.

Benefits

• Medical, Dental, and Vision insurance
• Financial Wellness - 401k plan with company match, Life insurance, Company stock purchase program
• Team Member Travel Program - enjoy discounted rates at incredible properties around the globe
• Generous Paid Time Off Program
• Paid Sick Days
• Team Member Recognition and numerous learning and advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED