Director of Guest Services - Ka Haku, a Hilton Club
About The Position
The Director of Guest Services oversees all Front Office operations to ensure efficient, consistent, and highly responsive service. This role supports a premier resort environment by maintaining strong service standards, effective team leadership, and smooth coordination across guest-facing functions. HGV offers outstanding Team Member travel discount programs and much more through Perks at Work, exclusive Go Hilton Travel, HGV Getaway, and RCI Travel, opening access to discounts at over 1500+ brands and resorts. Your daily work location unlocks your specific set of benefits. Here's why you'll love it here - We offer an excellent benefits package to our full-time Team Members that include: Salary Range: $83,000 ~ $108,000 annually This position is eligible for a corporate bonus Medical, Dental, and Vision insurance from Day One 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 Flexible PTO plan for managers and above that provides employees with ample time off to rest, recharge, and spend quality time with their loved ones. Team Member Recognition and numerous learning and advancement opportunities to fuel your professional growth...and more! HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.
Requirements
- High School Diploma or equivalent
- 5+ years of related experience, ideally in Front Office or Guest Services
- 4+ years of managerial experience, preferably in hospitality or a similar setting
- Prior Front Office or Guest Services leadership experience
- Proven leadership skills with the ability to support and guide teams effectively
- Strong organizational skills with the ability to manage multiple priorities
- Proven problem ‑ solving and decision ‑ making abilities
- Clear and professional communication skills
- Ability to collaborate well with other departments
- Experience working in a structured, policy ‑ driven environment
- Proficiency in MS Office and related applications.
Nice To Haves
- Bachelor’s Degree or college diploma
- 7+ years of related experience
- 6+ years of managerial experience, preferably in hospitality or a similar setting
- Prior experience working in a timeshare ownership environment
- Previous experience in a luxury resort setting
- Familiarity with budgeting and operational reporting
- CPR/First Aid certification
- Bilingual in Japanese and English (read, speak, write)
Responsibilities
- Leads Front Office operations with a focus on organized processes, reliable service delivery, and clear communication across departments.
- Monitors guest feedback and operational performance to ensure service expectations are met and issues are resolved promptly.
- Ensures accurate room inventory management and effective partnership with Housekeeping and other departments.
- Oversee team development, staffing, scheduling, performance management, and adherence to company policies.
- Manages departmental budgets and operational resources to support efficient and predictable business performance.
- Maintains strong vendor relations and ensures external partners support operational needs.
- Performs other duties as required.
Benefits
- Salary Range: $83,000 ~ $108,000 annually
- This position is eligible for a corporate bonus
- Medical, Dental, and Vision insurance from Day One
- 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
- Flexible PTO plan for managers and above that provides employees with ample time off to rest, recharge, and spend quality time with their loved ones.
- Team Member Recognition and numerous learning and advancement opportunities to fuel your professional growth...and more!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
