Director of Guest Services

The Director of Guest Services is responsible for the overall management of the Front Office operations. The position works with the Resort Leadership Team to develop and implement improvements to policies and operational systems to achieve outstanding service scores; maintain a proper budget allocation to improve business sustainability; and find opportunities that better equip the organization to achieve its established annual business goals.

Here’s why you’ll love it here – We offer an excellent benefits package to our full-time Team Members that include:

• Salary Range: $85,000 – $95,000 annually
• 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!

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek’s “America’s Greatest Workplaces for Parents & Families.” Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

Schedule Details:

Our Front Office Department operates 7 days per week. Must be available on weekdays, weekends and holidays.

Additional Responsibilities Include:

• Responds to owner and guests’ problems and oversees resolution and ensures that a high standard of service is delivered in a friendly and personalized manner.
• Maintains an elevated level of transparency and contact amongst guests and owners, anticipates guests’ needs, and provides services that are beyond expectations.
• Use guests’ and owners’ insights to drive and guide the development of new offerings and recommendations for actions.
• Ability to demonstrate role-modeling behavior through visible actions.
• Exhibits direct honesty and support to team members, corporate leaders, owners, and guests, and Models’ high-reaching standards of honesty and integrity.
• Identify challenges, predict desired outcomes, and avoid unnecessary risk and resources (people, materials, funding, support) to achieve goals.
• Provides novel and creative approaches to problem-solving to achieve strategic outcomes.
• Ability to seek input from pertinent sources to make timely and well-informed decisions.
• Empowers Team Members to be partners in the achievement of stated goals.
• Ability to identify and exhibit motivational behavior in alignment with pivotal initiatives.
• Build a positive and motivating working environment and readily adapts personal, interpersonal, and leadership behavior to address challenges appropriately.
• Monitors guest survey scores, requests, and complaints, and assists in resolution of issues as deemed vital to provide outstanding service.
• Ensures consistency in daily communication, and monitors activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenue.
• Recruit, train, and empower team members while monitoring individual performance and managing opportunities for improvement. Deliver evaluations, provide recognition, and ensure succession plans are in place. Commit to developing personal development plans. Provide coaching, counseling, and progressive direction, in accordance with Human Resources guidelines.
• Nurtures relationships with the operation’s partners and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
• Owns the financial spending of the operations as it relates to the established annual budget. Makes recommendations based on data to achieve financial sustainability and ensures effective reporting and forecasting of results in collaboration with Business Management.
• May be required to do other duties and special projects as assigned

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. We believe that at the core of our company’s success are our Team Members!

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• High School Diploma/GED
• 4+ years of managerial experience
• 5+ years of related experience
• Strong leadership capability with the ability to motivate, develop, and engage staff positively produces business results.
• Demonstrates problem solving, analytical and conceptual skills.
• Displays effective organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines and manage competing priorities within a small team environment.
• Strong written and oral interpersonal communication skills to build and maintain productive working relationships.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• BA/BS/Bachelor’s Degree
• Previous experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping.
• Timeshare experience
• Knowledge of economic and accounting principles and practices, analysis and reporting of financial data.
• Fluent Japanese Language (speak, read, write)

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

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.