What will I be doing?
As a Guest Experience Manager, you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:
Assists the Assistant General Manager and Guest Services Manager in all facets of the property operation by maximizing all resources to ensure outstanding customer service and guest satisfaction while meeting financial goals. Commitment and dedication to our Spirit of Service culture is an expected behavior to be displayed towards ours guests and team members at all times
Be outwardly visible and interact with the guests/owners in all public areas to insure the proper guest experience. Serve as a public relations ambassador for the resort at all times. Routinely rotate through each area of the resort assessing quality assurance measures (cleanliness, attentivess of staff, and any engineering needs). Consult with department managers of any areas needing attention.
Build a strong rapport with team members in each department and strive to educate, motivate, recognize and reward those exemplifying high levels of service.
Track all guest issues and complaints, maintain updated information and provide immediate guest recovery solutions. Take proactive measures to resolve any potential guest issues or challenges in service.
Identify challenges and consult with department managers on suggestions for improvements or guest service enhancements. Works with appropriate managers to implement changes.
Ensures that all VIP rooms are inspected before arrival. Will greet and escort VIP to the room.
Responsible for daily inspection of at least 5 units per day. Performs a minimum of 25 inspections per week.
Performs daily inspections of public area items such as carpet cleaning, furniture cleaning, deep cleaning of hallways and stairways, health club, etc. to ensure HGVC's standards are met. Reports any discrepancies to the proper department.
Attend all department pre-shift meetings to ensure proper communication of all pertinent guest issues to include occupancy levels, groups/owners in house, guest feedback, process reviews and any necessary interdepartmental information.
Coordinates all potential sell-out situations with Executive Housekeeper to ensure that all vacant rooms are assigned to a Housekeeper for cleaning. Coordinates all additional needs with the Guest Services Manager.
Carries out any reasonable request by management of which the employee is capable of performing.
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. 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:
Bachelor's Degree or equivalent related experience
Must have superb verbal and written communication skills
Ability to work in flexible schedule, including weekends and holidays
Must have minimum 2 years of prior management experience
Must have minimum 3 years of related job experience
Must have excellent customer service experience
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Experience in timeshare
Bilingual in Japanese and English
What will it be like to be a Team Member with Hilton Grand Vacations?
At Hilton Grand Vacations, the foundation of our culture is about putting people first, beginning with our customer. By allowing the power of our customers to inspire the best in us, we empower our Team Members to become proud owners of accountability, we solidify our leadership position in the industry, and we help our customers get the most out of their vacation ownership journey through the world-class properties and unparalleled experiences we offer them.
Through inspired ownership, continual evolution, and a commitment to uphold the highest standards, our Team Members feel proud, our customers feel valued, and every encounter feels simply grand. And that comes with grand opportunities for growth.
Hilton Grand Vacations Inc. (NYSE:HGV) is recognized as a leading global timeshare company. With headquarters in Orlando, Fla., Hilton Grand Vacations develops, markets and operates a system of brand-name, high-quality vacation ownership resorts in select vacation destinations.
The Company also manages and operates two innovative club membership programs: Hilton Grand Vacations Club and The Hilton Club, providing exclusive exchange, leisure travel and reservation services for more than 285,000 Club Members. For more information, visit www.hgv.com and www.hiltongrandvacations.com.
Hilton Grand Vacations