Director of Guest Services (Department Head)

Hilton Grand Vacations•Las Vegas, NV

3d•Onsite

About The Position

At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals. As a Director of Guest Services, you would be responsible for 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 in the amazing views of the Las Vegas Strip and surrounding area. This role 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. It also oversees and determines the resolution of problems arising from owner/guest concerns with a commitment to satisfying every guest/owner, reporting any unresolved problems to the General Manager. The Director 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, and ensures the provision of special services to owners and guests. This role also manages personnel functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay and recognition, while maintaining a positive cooperative work environment between staff and management. The Director helps develop management talent by acting as a mentor for direct reports, promotes team member empowerment, and ensures team members fully understand performance standards, uniforms and appearance standards. Additionally, the Director monitors payroll hours and reports, attends management meetings and conducts departmental meetings, and routinely inspects the department to ensure that equipment is in proper working condition and supplies are stocked. This role serves as a liaison with the rental and sales departments, assists with owner and guest activities and recreation as required by management, and manages key control procedures. May be required to do other duties and special projects as assigned by the general manager.

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.