Director Guest Services

Hilton Grand Vacations • Las Vegas, NV

5d

About The Position

Hilton Grand Vacations at Paradise is seeking a Director of Guest Services to lead the Guest Services department at its 419-unit resort near the Las Vegas Strip. The resort is known for its peaceful atmosphere and has served Owners, Guests, and Team Members for almost 25 years.

The Director is a hands-on leader who oversees daily department operations and helps ensure efficient service, guest satisfaction, and alignment with the resort’s service culture. The role includes leading and developing the team, managing budgets and payroll reporting, improving operations, coordinating with key individuals and other resort teams, and representing the resort in Front Office Cluster meetings and global calls. The Director may also assist with owner and guest activities and recreation, and take on other duties or special projects assigned by the Assistant General Manager and/or Resort General Manager.

The role requires a high school diploma, at least five years of managerial experience, at least seven years of direct front desk or front office operations experience in hospitality, and four years of supervisory experience within the department. Cash handling and computer experience, experience in a high-volume hotel and large property, First Aid/AED and CPR certification, and Tam Card/alcohol awareness training (or the ability to obtain it after hire) are also required. A bachelor’s degree and timeshare industry experience are advantageous.

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.
• At least 4 years of proven supervisory experience within the department.
• Prior cash handling and computer experience.
• Previous experience in a high-volume hotel setting.
• Previous experience in a large property.
• First Aid/AED and CPR certification.
• Tam Card/alcohol awareness training, or the ability to acquire it after hire.

Nice To Haves

• Bachelor’s degree.
• Timeshare industry experience.

Responsibilities

• Oversee the day-to-day operations of the Guest Services department and ensure a high level of service 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 relevant individuals to coordinate guest services smoothly.
• Assess and improve operational efficiency, guest satisfaction, and departmental performance.
• Develop and manage departmental budgets and ensure financial targets are met.
• Monitor payroll hours and reports.
• Keep informed about industry trends and successful practices to encourage innovation and maintain a competitive edge.
• 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.
• Travel Discounts Program with hotel rates worldwide.
• Employee Assistance Program.
• Learning and advancement opportunities.
• Flexible PTO plan for managers and above.
• 401(k) program with company match contributions.
• Employee stock purchase program.
• Additional exclusive employee perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED