Asst Director Guest Services

Job Description

Hilton Grand Vacations is now looking for an Asst Director of Guest Services to join the team at Polo Towers! Don't miss the chance to apply your hospitality expertise or embark on an exciting career with ample opportunities for growth and advancement.

In the heart of the renowned Las Vegas Strip, our 829-room resort offers the ideal retreat for our owners and guests to unwind after a bustling day on the Strip. Alongside the nearby attractions, our rooftop pool, fitness center, and spa enhance our guests' stay. Don't miss the chance to apply your hospitality expertise or embark on an exciting career with ample opportunities for growth and advancement.
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!

As an Asst Director of Guest Services, you will be responsible for driving company success through performing the following tasks to the highest standards.
Responsibilities Include:

• Resolve and follow up on incidents and guest concerns in a timely and professional manner and aligned with our Make It Right practice. Use proper judgement and escalate potential serious issues to leadership.
• Ensure Inspired Hospitality is delivered to all members, owners, and guests on property and/or via telephone and email correspondence.
• Assist Guest Services Director with managing resort inventory.
• Be knowledgeable of departmental policies and procedures and ensure implementation and compliance.
• Oversee and ensure completion of Guest Services accounting transactions including balancing end-of-day shift reports.
• Maintain all required daily, weekly, monthly documentation to ensure compliance with SOPs.
• Collaborate and effectively communicate with internal departments including PBX, Housekeeping, Engineering, and Security to ensure a seamless owner/guest experience.
• Review Front Desk Agent and Supervisor checklists. Ensure completion and propose any changes needed to increase efficiency of Guest Services Operations.
• Perform property and room inspections. Follow up to ensure any deficiencies are resolved promptly.
• Perform administrative tasks, including ordering, billing and reconciliation, scheduling, attendance tracking, payroll submission.
• Engage in team member training and development, coaching, to ensure consistent delivery of Inspired Hospitality.
• Exemplify Hilton Values (Hospitality, Integrity, Leadership, Teamwork, Ownership, Now) in conduct and interactions with team members, owners, and guests.
• Assist Guest Services Director with recruiting, including interviewing, onboarding, and training of new team members.
• Carries out any reasonable requests by leadership.

Qualifications

Key Skills and experience:

• A minimum of 3 years of leadership experience in Guest Service required.
• A minimum of 3 years Resort Hospitality experience.
• Vacation Ownership experience helpful.
• Demonstrate leadership skills such as integrity, professionalism, and confidentiality.
• Ability to perform multiple tasks under time constraints and determine priority status.
• A courteous and professional attitude when assisting upset guests and resolving 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 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.

Responsibilities

Responsibilities Include:

• Resolve and follow up on incidents and guest concerns in a timely and professional manner and aligned with our Make It Right practice. Use proper judgement and escalate potential serious issues to leadership.
• Ensure Inspired Hospitality is delivered to all members, owners, and guests on property and/or via telephone and email correspondence.
• Assist Guest Services Director with managing resort inventory.
• Be knowledgeable of departmental policies and procedures and ensure implementation and compliance.
• Oversee and ensure completion of Guest Services accounting transactions including balancing end-of-day shift reports.
• Maintain all required daily, weekly, monthly documentation to ensure compliance with SOPs.
• Collaborate and effectively communicate with internal departments including PBX, Housekeeping, Engineering, and Security to ensure a seamless owner/guest experience.
• Review Front Desk Agent and Supervisor checklists. Ensure completion and propose any changes needed to increase efficiency of Guest Services Operations.
• Perform property and room inspections. Follow up to ensure any deficiencies are resolved promptly.
• Perform administrative tasks, including ordering, billing and reconciliation, scheduling, attendance tracking, payroll submission.
• Engage in team member training and development, coaching, to ensure consistent delivery of Inspired Hospitality.
• Exemplify Hilton Values (Hospitality, Integrity, Leadership, Teamwork, Ownership, Now) in conduct and interactions with team members, owners, and guests.
• Assist Guest Services Director with recruiting, including interviewing, onboarding, and training of new team members.
• Carries out any reasonable requests by leadership.

Qualifications

Qualifications

Key Skills and experience:

• A minimum of 3 years of leadership experience in Guest Service required.
• A minimum of 3 years Resort Hospitality experience.
• Vacation Ownership experience helpful.
• Demonstrate leadership skills such as integrity, professionalism, and confidentiality.
• Ability to perform multiple tasks under time constraints and determine priority status.
• A courteous and professional attitude when assisting upset guests and resolving 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 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.

About Us

What makes Hilton Grand Vacations unique?

There's nothing more rewarding than creating lifelong memories, for yourself and for others. And that's what you'll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do. As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we're dedicated to recognizing, rewarding and supporting every achievement, however big or small. It's all part of making incredible memories, together.

Find your path in a career that really matters, where you'll truly belong. Join our growing, innovation-driven team today.

About the Team

Be the heart of exceptional guest experiences by joining our resort operations teams. In each of our roles, from administration to recreation, you'll be making people's day every day. Whether you're creating a beautiful atmosphere at our properties and resorts, or delivering a warm and friendly spirit that ensures each interaction with our Club Members and guests is a special one-your role on our resort operations Team will be essential in making lifetime memories for our guests.