Assistant Guest Services Manager

Job Description

As the Guest Services Assistant Manager, you will assist and support the Director of Guest Services in all aspects of Front Office operations, which includes the daily supervision of guest service and team member support. You will also implement improvements to policies and operational systems in order to achieve outstanding service scores.

HERE'S WHY YOU'LL LOVE IT HERE!

We offer an excellent benefits package to our full-time Team Members that include:

• Salary range: $62,000 - $72,000 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!

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.

ADDITIONAL RESPONSIBILITIES INCLUDE:

• Assists the Director of Guest Services with carrying out departmental goals and initiatives for the Front Office division and in coordinating developmental plans for team members to ensure continued growth and success within the organization.

• Tracks and monitors progress of goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations, and decision-making powers for goal achievement.

• Ensures that department operates in compliance of organizational, business, and financial regulations, and supervises the Front Office and Front Services teams functions, resources, and scheduling outputs including business and financial management, facilities, information and communications technology, and resources.

• Routinely monitors guest survey scores, requests and complaints, and resolution of issues as deemed necessary to provide excellence in service. Ensures consistency in daily communication, and monitors 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.

• Maintains human resource management practices which include performance management, and corrective action in partnership with the HR Business Partner. Maintains firm understanding of the established Collective Bargaining Agreements it relates to the supervision and performance of team members.

• 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.

• Assists in all other related activities as deemed appropriate by management.

Qualifications

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 or equivalent

• 3+ years of related experience

• 3+ years of supervisory experience

• Able to work a varying schedule including regular weekends and holidays

• Strong written and oral interpersonal communication skills

• Strong leadership capability with the ability to motivate, develop, and engage staff in a positive manner that produces business results

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 resort experience highly preferred

• Previous Experience in leading operations operating under a Collective Bargaining Agreement(CBA)

• 5+ years of related experience

• CPR/First Aid Certification

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.