Together, We Can.
Here’s why you will love it here:
- Recognition Programs and Rewards
- Excellent health care options, including medical, dental, and vision
- Travel Discounts Program Go Hilton Team Member Travel Program offers deeply discounted rates
- Generous Paid Vacation Program and Paid Sick Days
- Employee Assistance Program that supports your physical and mental wellbeing
- 401(k) program with company match
- Tuition reimbursement programs
- Employee Stock purchase program
- Numerous learning and advancement opportunities
- And more!
What will I be doing?
As an Assistant Director of Guest Services (Front Office) at Shenandoah Crossing Resort, you will be responsible for driving company success through performing the following tasks to the highest standards:
- Effectively handle incidents and guest concerns in a timely and professional manner to ensure high levels of guest satisfaction. Alert management team of potential serious issues.
- Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone.
- Check-in arriving guests and check-out departing guests.
- Assist Front Office Manager/Director with managing resort inventory.
- Assist with adjustment in departmental policies and procedures.
- Complete Front Desk accounting transactions including balancing end-of-day shift reports.
- Maintain necessary hard copies of paperwork of daily operations, as needed.
- Communicate with all required internal departments including PBX, Housekeeping, Engineering, and Security, as needed, via telephone and/or email.
- Ensure all pending arrival information is accurate. Check rates and prepare for upcoming arrival packets with necessary materials and information.
- Complete Front Desk Agent checklist.
- Perform property and room inspections.
- Make recommendations to management regarding development and corrective action plans.
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:
- A minimum of six (6) months of supervisory experience in the customer service field required.
- A minimum of 1 year hotel industry experience
- Demonstrate leadership skills such as integrity, professionalism, and confidentiality
- A courteous and professional attitude when handling upset guests and difficult situations
- High school diploma or equivalent
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Possess the knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job with or without reasonable accommodation
- Proven ability to respond effectively to sensitive inquiries or complaints
- Ability to calculate figures and amounts, such as discounts, interest, commissions, proportions, percentages, etc.
- Interpersonal skills, high level of communication skills, ability to make decisions and lead others
- Understanding of how Housekeeping and Front Office work together
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 crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
- Ensures that department operates in compliance of organizational, business, and financial regulations.
- Routinely monitors guest survey scores, requests and complaints, and resolution of issues as deemed necessary to provide excellence in service.
- Maintains human resource management practices that are executed by direct reports which include performance management, and corrective action in partnership with the HR Business Partner. Maintains firm understanding of the established Collective Bargaining Agreement as it relates to the supervision and performance of HHV-VO team members.
- Coordinate developmental plans for team members to ensure continued growth and success within the organization.
- 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 needed.
- High School Diploma/GED
- Able to work flexible schedules including mornings, evenings, weekends and holidays
- 3+ years of managerial experience
- 3+ years of experience at property with 500+ rooms
- Strong leadership capability with the ability to motivate, develop, and engage staff in a positive manner that produces business results
- Demonstrates 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
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.
