Manager Front Office Night

Hilton Grand Vacations•Hilton Head Island, SC

23h•Onsite

About The Position

HGV is seeking a Night Manager to join their team, offering Day One Benefits and Daily Pay. The company aims to create a positive environment where team members help guests enjoy their vacations. The Night Manager is responsible for the overall operation, guest satisfaction, and safety of the entire hotel during the night shift. This role involves overseeing night shift team members, acting as a liaison between departments, assessing quality assurance, handling guest complaints and emergencies, and conducting training sessions. The manager is expected to provide outstanding hospitality, perform daily inspections of public areas, and coordinate room assignments with housekeeping when necessary. Regular attendance is essential for this position.

Requirements

Associate's Degree/College Diploma/or proven experience
3-5 years of related experience
2+ years of supervisory experience

Nice To Haves

BA/BS Bachelor's Degree preferred
5-7 years of related experience
2+ years of managerial experience

Responsibilities

Responsible for the overall operation of the entire hotel during the night shift to ensure guest satisfaction and safety.
Makes decisions affecting the overall guest satisfaction as well as the safety of the hotel, its team members and guests.
Directly oversees the work of all night shift team members.
Acts as the key liaison between all departments to ensure the proper levels of communication, teamwork and encouragement at all times.
Routinely rotates through each area of the resort, assessing quality assurance measures (cleanliness, attentiveness of staff, lighting, safety).
Assists the owners/guests with any complaint or disputes, providing immediate guest recovery solutions whenever possible.
Identifies and consults with department management on suggestions for process improvements or guest service enhancements.
Contacts as appropriate (e.g. via email) all guests who provided feedback via comment/tracking system to acquire necessary information for follow-up; coordinates resolution efforts with respective department managers with respect to guest feedback.
Builds strong rapport with 3rd shift team members; motivate, recognize and reward those exemplifying exemplary levels of service.
Handles all 3rd shift guest issues and emergencies.
Relieves front desk and night audit staff when necessary; is able to fill-in for night audit function as needed.
Coordinates and conducts training sessions for incoming and existing employees of the resort staff to ensure that all HGVC quality standards and policies are being met.
Provides outstanding hospitality to all guests of the resort, ensuring the needs of all customers are met and proper standards of conduct and efficiency are followed at all times.
Performs daily inspections of all public areas and coordinates the prompt response to any substandard area to the appropriate department.
Ensures that all vacant rooms are assigned to a Housekeeper for cleaning whenever a potential sell-out exists.
Coordinates all additional needs with the Guest Service Manager.
Carries out any reasonable request by management that they are capable of performing.
Maintains regular attendance in conformance with the standards, which may be established and revised by HGVC from time to time.