Asst Director Guest Services

Job Description

Do you want to work for a company that values its team members and encourages you to achieve your best? At HGV, we have a place for you.

We are a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. Our passion and dedication drives us in making a positive impact and memorable experiences for our owners, team and guests.

Hilton Grand Vacations is looking for an Asst. Director Guest Services to join the Aqua Sol team. Apply now to join our journey to success! In this position, you will supervise, schedule and encourage Security Associates by providing direction and equipment needed to accomplish their duties.

What Will I be doing?

• 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.
• Handling Front Desk accounting transactions including balancing end-of-day shift reports.
• Maintain vital hard copies of paperwork of daily operations, as needed.
• Connect 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?

• A minimum of six (6) months of supervisory experience in the customer service field required.
• 1 year of 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 experience or equivalent

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

• Possess the knowledge, skills, and abilities and be able to explain and demonstrate that they 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

Extraordinary People, Exceptional Benefits:

• Day 1 Health Benefits Eligibility: Excellent health care options, including medical, dental, and vision
• Recognition Programs and Rewards
• Travel Discounts Program
• Outstanding 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!

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 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?

• 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.
• Handling Front Desk accounting transactions including balancing end-of-day shift reports.
• Maintain vital hard copies of paperwork of daily operations, as needed.
• Connect 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?

• A minimum of six (6) months of supervisory experience in the customer service field required.
• 1 year of 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 experience or equivalent

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

• Possess the knowledge, skills, and abilities and be able to explain and demonstrate that they 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 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.