Together, We Can.
As a Guest Experience Manager, you will be responsible for assisting in reviewing all facets of service for Japanese owners and guests by maximizing all resources to ensure their satisfaction while meeting financial goals. You will work with the Resort Leadership Team to develop and improve Japanese guest service workflow to maintain business sustainability; and champion our organization’s commitment to our “Spirit of Service” culture towards all guests and team members.
Here’s why you’ll love it here!
We offer an excellent benefits package to our full-time Team Members that include:
- Salary range: $57,150 – $63,500 per year
- 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
- Generous Paid Time Off Program
- Paid Sick Days
- Team Member Recognition and numerous learning and advancement opportunities
- and more!
Our dedication to excellence is recognized and celebrated by some outstanding accolades including a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.
Schedule Details:
Our Front Desk Department operates 7 days per week. Shifts range between 8:00am – 10:00pm, including Weekdays, Weekends and Holidays.
Additional Responsibilities Include:
- Interacts with the guests/owners in all public areas to insure outstanding guest experience. Serves as a public relations ambassador for the resort at all times. Routinely inspects various public areas within the resort to assess quality assurance measures (cleanliness, attentiveness of staff, and any engineering needs). Consults with department managers to remedy deficiencies.
- Conducts daily briefings, and monitors workflow to ensure all operating procedures are followed. Coordinates activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest’s expectations.
- Monitors SALT scores to identify trends, and recommends alternative service strategies for improvements and expectations to ensure established Quality Assurance goals and resort benchmarks are met consistently. Gathers, analyzes, and maintains accurate data that measures Japanese owner occupancy levels, and presents information during weekly staff meetings.
- Facilitates Japanese translation at the Front Desk and other departments where Japanese speaking is required, ensuring that all Japanese guests are well informed and up to date during emergency situations, and any translation services that may be required, both written and verbal.
- Maintains relationships, contracts, compliance, and interface issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
- Performs other related activities as required.
What are we looking for….
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth.
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- High School Diploma/GED
- Japanese/English bilingual (read, speak and write in both languages)
- Able to work flexible schedules including mornings, evenings, weekends and holidays
- 3-5 years of related experience
- 2+ years of managerial experience
- Strong organizational, problem solving, analytical and conceptual skills
- Strong written and oral interpersonal communication skills with the ability to build and maintain productive working relationships and negotiate with a range of internal and external clients
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
- BA/BS/Bachelor’s Degree
- 5-7 years of related experience
- Previous experience working in hotel, Timeshare or resort operations with an emphasis on Japanese guest service operations
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
