Manager Front Office Night

Job Description

Work for a winning team that now offers Day One Benefits and Daily Pay*

At HGV, our goal is to make someone's day, every day. We work in an exciting and positive environment where we help our guests enjoy life at its best by sending them to new corners of the world and giving them more time to reconnect. Join a company where helping people get away helps you get ahead and see just how far you can go. At HGV, we will help you reach your goals and build your future.

Why do Team Members like working for us:

• 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 a Night Manager you would be responsible for performing your position's responsibilities and driving company success through performing the following tasks to the highest standards:

• Responsible for the overall operation of the entire hotel during the night shift to ensure guest satisfaction and safety.
• Makes decisions affecting the overall guest satisfaction as well as the safety of the hotel, its team members and guests.
• Directly oversees the work of all night shift team members. This position is the key liaison between all departments to ensure the proper levels of communication, teamwork and encouragement at all times.
• Routinely rotates through each area of the resort, assessing quality assurance measures (cleanliness, attentiveness of staff, lighting, safety).
• Assists the owners/guests with any complaint or disputes, providing immediate guest recovery solutions whenever possible.
• Identify and consult with department management on suggestions for process improvements or guest service enhancements.
• Contacts as appropriate (e.g. via email) all guests who provided feedback via comment/tracking system to acquire necessary information for follow-up; coordinates resolution efforts with respective department managers with respect to guest feedback.
• Builds strong rapport with 3rd shift team members; motivate, recognize and reward those exemplifying exemplary levels of service.
• Handles all 3rd shift guest issues and emergencies.
• Relieves front desk and night audit staff when necessary; is able to fill-in for night audit function as needed.
• Coordinates and conducts training sessions for incoming and existing employees of the resort staff to ensure that all HGVC quality standards and policies are being met.
• Provides outstanding hospitality to all guests of the resort, ensuring the needs of all customers are met and proper standards of conduct and efficiency are followed at all times.
• Performs daily inspections of all public areas and coordinates the prompt response to any substandard area to the appropriate department.
• Whenever a potential sell-out exists, employee will ensure that all vacant rooms are assigned to a Housekeeper for cleaning. Coordinates all additional needs with the Guest Service Manager.
• Carries out any reasonable request by management that they are capable of performing.
• Regular attendance in conformance with the standards, which may be established and revised by HGVC from time to time, is essential to the successful performance of this position.

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

• Associate's Degree/College Diploma/or proven experience
• 3-5 years of related experience
• 2+ years of supervisory experience

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.

Responsibilities

What will I be doing?

As a Night Manager you would be responsible for performing your position's responsibilities and driving company success through performing the following tasks to the highest standards:

• Responsible for the overall operation of the entire hotel during the night shift to ensure guest satisfaction and safety.
• Makes decisions affecting the overall guest satisfaction as well as the safety of the hotel, its team members and guests.
• Directly oversees the work of all night shift team members. This position is the key liaison between all departments to ensure the proper levels of communication, teamwork and encouragement at all times.
• Routinely rotates through each area of the resort, assessing quality assurance measures (cleanliness, attentiveness of staff, lighting, safety).
• Assists the owners/guests with any complaint or disputes, providing immediate guest recovery solutions whenever possible.
• Identify and consult with department management on suggestions for process improvements or guest service enhancements.
• Contacts as appropriate (e.g. via email) all guests who provided feedback via comment/tracking system to acquire necessary information for follow-up; coordinates resolution efforts with respective department managers with respect to guest feedback.
• Builds strong rapport with 3rd shift team members; motivate, recognize and reward those exemplifying exemplary levels of service.
• Handles all 3rd shift guest issues and emergencies.
• Relieves front desk and night audit staff when necessary; is able to fill-in for night audit function as needed.
• Coordinates and conducts training sessions for incoming and existing employees of the resort staff to ensure that all HGVC quality standards and policies are being met.
• Provides outstanding hospitality to all guests of the resort, ensuring the needs of all customers are met and proper standards of conduct and efficiency are followed at all times.
• Performs daily inspections of all public areas and coordinates the prompt response to any substandard area to the appropriate department.
• Whenever a potential sell-out exists, employee will ensure that all vacant rooms are assigned to a Housekeeper for cleaning. Coordinates all additional needs with the Guest Service Manager.
• Carries out any reasonable request by management that they are capable of performing.
• Regular attendance in conformance with the standards, which may be established and revised by HGVC from time to time, is essential to the successful performance of this position.

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. 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:

• Associate's Degree/College Diploma/or relevant experience
• 3-5 years of related experience
• 2+ years of supervisory experience

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

• BA/BS Bachelor's Degree preferred
• 5-7 years of related experience
• 2+ years of managerial experience

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.


*Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement. 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.