Asst Director Guest Services

Job Description

For over 30 years, we have been Hilton's exclusive timeshare brand, delivering exceptional vacation experiences to more than 725,000 travel enthusiasts worldwide. At HGV, our top priority is to provide our members and guests with high-quality vacation ownership options, along with unmatched services and benefits.


As the Assistant Director of Guest Services, you will be responsible for assisting and supporting the Director of Guest Services in managing Front Office operations, which includes the daily supervision of guest service and team member support. You will assist implementation improvements to policies and operational systems in order to achieve outstanding service scores.

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 Falls Village Resort in Branson, 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.

Responsibilities

What will I be doing?

As an Assistant Director of Guest Services (Front Office) at Falls Village Resort in Branson, 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.

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. 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