Director, Guest Services

Hilton Grand Vacations•Branson, MO

1d•Onsite

About The Position

As a Director of Guest Services for Hilton Grand Vacations, you will be responsible for executing your position’s responsibilities in alignment with our Spirit of Service culture and driving company success. This role ensures 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. You will follow through on stated goals and commitments using a methodical and logical approach, exhibiting integrity and support to team members, corporate leaders, owners, and guests. The position involves attending management meetings and conducting departmental meetings for effective communication, utilizing novel and creative approaches to problem-solving, and seeking input for timely and well-informed decisions. You will empower team members, identify and exhibit motivational behavior, and adapt leadership behavior to address challenges. This role also handles the accurate collection of monies due to the property, ensures the provision of special services to owners and guests, and leads personnel functions including selection, orientation, training, performance reviews, corrective action, counseling, scheduling, labor utilization, pay, and recognition. Additionally, you will serve as a liaison with rental and sales departments, convey clear performance expectations, and set clear goals and objectives to push team members to perform at higher levels.

Requirements

Associate’s Degree/College Diploma/or relevant 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 alignment 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, pushing team members to perform at higher levels.

Benefits

Excellent health care options including medical, dental, and vision that encourage preventative care.
Paid Time Off (PTO) and Paid sick time.
Relocation assistance.
Paid Parental Leave.
401k Matching.
Employee stock purchase program.
Eligible for established travel discount program.
Career growth opportunities.
medical, dental, and vision insurance
401K plan
Paid Time Off (PTO) program
extraordinary travel benefits