Manager Front Office

Hilton Grand Vacations • Waikoloa, HI

2d • Onsite

About The Position

As a Front Office Manager, you will manage, direct and coordinate all efforts of the Front Desk, Reservations, Night Audit, Telephone Operations, Bell and Club Services functions to ensure outstanding owner and guest services. Accountable for the effortless and seamless movement of guests in and out of the resort providing exceptional levels of guest service through the guests stay. Act as Manager on Duty on occasion and respond to emergency calls. Commitment and dedication to our Service culture is an expected behavior to be displayed towards our guests and team members at all times.

Requirements

• High school graduate or GED equivalent
• 3 - 5 years of related experience
• 2+ years of managerial experience
• A courteous and professional approach when handling upset guests and difficult situations
• Must be flexible to work any day of the week and any shift, including weekends and holidays

Responsibilities

• Ensure all guests/owners are being treated in an efficient and courteous manner and that all Hilton Grand Vacations standards are being applied
• Responsible for assisting with training and directing new department employees.
• Ensure all Front Office quality standards are aligned with and that all policies and procedures are consistently applied
• Work in conjunction with accounting to maintain and minimize levels of account receivables.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest’s expectations
• Supervise the activities of the Front Office.
• Ensure the timely completion of performance appraisals.
• Acts as a liaison between the resort and time-share guests/owners to ensure the spectacular level of customer service.
• Facilitates the resolution of any concerns for the guest and/or refers and follows up with appropriate personnel.
• Resolves guest service issues and concerns as needed.
• Brings any unusual circumstances to the Front Office Manager for review.
• Maintains a Manager’s Daily Log.
• Listens to the guests issues and resolves in a timely manner.
• Handles all guest complaints and issues.
• Educates timeshare rules to owners.
• Carries out any reasonable request by management of which the employee is capable of performing

Benefits

• Medical, Dental, and Vision insurance from Day One
• 401k plan with company match
• Life insurance
• Company stock purchase program
• Team Member Travel Program - enjoy discounted rates at incredible properties around the globe
• Generous Paid Time Off Program
• Paid Sick Days
• Team Member Recognition and numerous learning and advancement opportunities

What This Job Offers

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