Front Office Manager

Front Office Manager

The Front Office Manager is accountable for delivering a seamless and memorable arrival, stay, and departure experience for every guest. In this highly visible leadership role, you will oversee Front Office operations including Guest Service Agents and our Bell team, ensuring exceptional service standards are consistently delivered.

You'll also play a critical role in shaping the guest experience, leading and developing a large team, and driving operational excellence in a dynamic, fast-paced resort environment. As a Manager on Duty, you will confidently lead through high-pressure situations, respond to emergencies, and ensure smooth daily operations across departments.

This role supports Front Office operations within Hilton Hawaiian Village, with leadership exposure across multiple towers, offering a unique opportunity to operate within a large-scale, dynamic resort environment.

If you are passionate about hospitality, thrive in sophisticated environments, and enjoy leading teams to deliver outstanding service moments, this is an opportunity to make a meaningful impact in one of Hawai ʻ i ' s most dynamic resort settings.

If you're looking to grow your leadership career and be part of a team that invests in your development, take a look at what #LifeAtHGV is all about.

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

• Salary Range: $75,000-$81,500 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 received four out of five stars for promoting work-life balance and family-friendly benefits. It is also named one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over 30 years, our highest honor is the loyalty of our Owners, Members, and Guests. Our dedicated Team Members have earned additional recognition for their remarkable work.

Additional Responsibilities

• Lead the Front Office Operations activities including the front desk, bell, and valet, addressing their work results, financial administration, facilities, and resources. Ensures that team members' work schedules and performance evaluations are completed on time. Maintains alignment with organizational, business, and financial rules.
• Coordinates communication of 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 guest survey scores, requests, and complaints, and collaborates with appropriate partners to resolve issues as deemed necessary to provide excellence in service.
• Oversees and carries out the department training program and onboarding timeline for new team members. Holds a solid understanding of the current Collective Bargaining Agreement regarding the supervision and performance of HHV-VO team members. Handles the creation of performance plans for team members to support their ongoing development and achievement within the department.
• Maintains relationships, contracts, compliance, and interfaces issues with the operation's business supporters and suppliers to ensure business needs and financial responsibilities are handled promptly.
• Communicates effectively in English in writing as well as verbally. Japanese language speaking skills not required but a plus.
• Effectively and consistently meets all timelines for submitting work requested by the Director of Guest Services, Resort Directors, and General Manager.
• Works with housekeeping and front office to ensure common areas, guest rooms, and work areas are clean, neat, and well maintained and with safety in mind. Participate in guest room inspections.
• Performs other related activities as requested.

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth.

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

• High school graduate or equivalent experience
• More than 2 years of managerial experience in a hotel, preferably in a Front office capacity.
• 3-5 years of relevant experience
• Solid leadership qualities with the ability to energize, cultivate, and engage staff positively to achieve business success. Displays problem-solving, analytical, and conceptual expertise.
• Demonstrates strong interpersonal skills, including the ability to successfully prioritize and manage multiple tasks and deadlines and guide challenging priorities within a small team setting.
• Strong written and verbal interpersonal communication skills with the ability to establish and sustain effective working relationships and negotiate with a variety of internal and external clients.
• Able to work a flexible schedule including evenings, weekends, and holidays

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

• BA/BS/Bachelor's Degree
• 5-7 years of relevant experience
• More than 4 years of management or supervisory experience
• CPR/First Aid
• Previous experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping. Timeshare ownership is preferred.
• Knowledge of economic and accounting principles and practices, analysis and reporting of financial data.
• Experience in managing operations governed by a Collective Bargaining Agreement (CBA).
• Fluent in Japanese language (read, speak, write)

When you become part of Hilton Grand Vacations, you join a group committed to helping Owners and Guests make every vacation unforgettable. Hilton Grand Vacations is a top vacation ownership company turning Guests' vacation dreams into reality.

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 provide reasonable accommodation to individuals with disabilities for the application or interview process. We also offer accommodations to perform essential job functions and to receive employment benefits and privileges. Please contact us to request accommodation.