Director of Guest Services

Hilton Grand Vacations•Scottsdale, AZ

About The Position

The Guest Services Director will direct all aspects of the front desk, and recreation. The position works with the Resort Leadership Team to develop and implement improvements to policies and operational systems to achieve outstanding service scores, maintain proper budget allocation to improve business sustainability, and find opportunities that better equip the organization to achieve its established annual business goals. The Guest Services Director is responsible for driving company success through performing the following tasks to the highest standards: Manage, direct, and coordinate all efforts of the front desk, reservations, night audit, recreation, functions to ensure outstanding owner and guest services. 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. Leading, mentoring the growth of all direct reports. 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. Directs 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 team member functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay and recognition. Maintains a positive cooperative work environment between staff and management. 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. Regular attendance in conformance with the standards, which may be established and revised by HGVC (Hilton Grand Vacations Club) from time to time, is essential to the successful performance of this position. Carries out reasonable requests of management.

Requirements

5-7 Years related experience
4+ Years Managerial experience
Strong leadership capability with the ability to motivate, develop, and engage staff positively produces business results.
Demonstrates problem solving, analytical and conceptual skills.
Displays effective organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines and manage competing priorities within a small team environment.
Strong written and oral interpersonal communication skills to build and maintain productive working relationships.

Responsibilities

Manage, direct, and coordinate all efforts of the front desk, reservations, night audit, recreation, functions to ensure outstanding owner and guest services.
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.
Leading, mentoring the growth of all direct reports.
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.
Directs 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 team member functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay and recognition.
Maintains a positive cooperative work environment between staff and management.
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.
Carries out reasonable requests of management.