Director Guest Services
About The Position
Hilton Grand Vacations at Paradise is seeking a Director of Guest Services for its 419-unit resort located off the Las Vegas Strip. The resort has served Owners, Guests, and Team Members for almost 25 years. This is a hands-on leadership role responsible for the day-to-day operation of the Guest Services department and for carrying out duties in alignment with the resort’s service culture. The Director helps maintain the resort’s customer-focused approach and supports its continued growth by ensuring efficient operations and high guest satisfaction. The role leads a team, develops strategies to improve the guest experience, maintains relationships that support coordinated guest services, and assesses operational efficiency and departmental performance. It also includes budget and payroll oversight, participation in management and departmental meetings, representation at Front Office Cluster meetings and HGV global calls, and assistance with owner and guest activities and recreation as required. Other duties and special projects may be assigned by the Assistant General Manager and/or Resort General Manager.
Requirements
- High school diploma.
- At least 5 years of managerial experience.
- At least 7 years of direct front desk or front office operations experience in a hospitality environment, including 4 years of proven supervisory experience within the department.
- Prior cash-handling and computer experience.
- Experience in a high-volume hotel setting.
- Experience in a large property.
- First Aid, AED, and CPR certification.
- TAM Card or alcohol-awareness training, or willingness to acquire it after hire.
Nice To Haves
- Bachelor’s degree.
- Timeshare industry experience.
Responsibilities
- Oversee day-to-day Guest Services department operations and ensure high service levels and guest satisfaction.
- Develop and implement strategies to improve the guest experience and exceed expectations.
- Lead and inspire the team, fostering a collaborative and inclusive work environment.
- Build and maintain relationships with key individuals to coordinate guest services effectively.
- Assess and improve operational efficiency, guest satisfaction, and departmental performance.
- Develop and manage departmental budgets and ensure financial targets are met.
- Stay informed about industry trends and successful practices to foster innovation and maintain a competitive edge.
- Monitor payroll hours and reports.
- Attend management meetings and conduct departmental meetings.
- Represent the resort at Front Office Cluster meetings and HGV global calls.
- Assist with owner and guest activities and recreation as required by management.
- Perform other duties and special projects as assigned by the Assistant General Manager and/or Resort General Manager.
Benefits
- Comprehensive health care options starting on day one.
- Worldwide hotel rates through a Travel Discounts Program.
- Employee Assistance Program.
- Learning and advancement opportunities.
- Flexible PTO plan for managers and above.
- Company culture that values work-life balance and family-friendliness.
- 401(k) program with company matching contributions.
- Employee stock purchase program.
- Additional exclusive employee perks.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
High school or GED
