Director of Guest Services (Department Head)
About The Position
Discover endless career opportunities with us at Elara, a Hilton Grand Vacations resort, where every day feels like a vacation! Elara offers a premier resort atmosphere with 1,200 guest rooms & suites (studio to 4-bedroom configurations) and world-class amenities. As part of our dedicated team, you’ll have the opportunity to delivery unparalleled hospitality experiences in the heart of the entertainment capital of the world. As a Director of Guest Services, you would be responsible in driving company success through performing the following tasks to the highest standards for both Elara HGV and Elara, a Hilton Club. Elara, a Hilton Club opened last November, is located on the top 4 floors of the resort and contains 90 units (studio, 1- & 2-bedroom units, 19 of which feature outdoor balconies to take is the amazing views of the Las Vegas Strip and surrounding area.
Requirements
- High School Diploma
- Minimum 3 years of Managerial experience
- Minimum five years direct front desk or front office operations experience in a hospitality environment of which two to three years in a supervisory capacity
- Prior cash handling and computer experience required.
- Previous experience in a high volume hotel setting
Nice To Haves
- Bachelor's Degree
- Prior management experience
- Timeshare industry experience
Responsibilities
- Manages 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.
- Oversees and determines the resolution of problems arising from owner/guest concerns with a commitment to satisfying every guest/owner. Reports any unresolved problems to the General Manager.
- Manages and accounts for the accurate collection of monies due to the property.
- Manages night audit activity and the preparation of weekly accounting reports ensuring property operations meets internal audit standards.
- Ensures the provision of special services to owners and guests.
- Manages personnel functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay and recognition.
- Maintains a positive cooperative work environment between staff and management.
- Helps develop management talent by acting as a mentor for direct reports.
- Promotes team member empowerment.
- 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 required by management.
- Manages key control procedures.
- May be required to do other duties and special projects as assigned by the general manager.
Benefits
- Excellent health care options, including medical, dental, and vision
- Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
- Perks at work: Employee Pricing platform
- Employee Assistance Program that supports your physical and mental well-being.
- Paid Vacation Time and Paid Sick Days
- 401(k) program with company match
- Tuition reimbursement programs
- Numerous learning and advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
