Director of Guest Services

As the Director of Guest Services, you will be responsible for the overall management of the Front Office operations. The position works with the Resort Leadership Team to develop and implement improvements to policies and operational systems to achieve outstanding service scores; maintain proper budget allocation to improve business sustainability; and identify opportunities that better equip the organization to achieve its established annual business goals.

Here’s why you’ll love it here!

We offer an excellent benefits package to our full-time Team Members that include:

• Salary range: $80,000 – $92,000 per year
• 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 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.

Schedule Details:

Our Front Office department operates 7 days per week. The schedule is varying between 6am – 11pm, including weekends and holidays.

Additional Responsibilities Include:

• Manage, direct, and coordinate all efforts of the front desk, reservations, night audit, telephone operations, bell, and concierge/club services functions to ensure outstanding owner and guest services. 
• Manages the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided. 
• Oversees and determines the resolution of problems arising from owner/guest concerns with a commitment to satisfying every guest/owner. 
• Reports any unresolved problems to the Resort Director. 
• Manages and accounts for the accurate collection of monies due to the property. 
• Manages night audit activity and the preparation of weekly accounting reports ensuring property operations meets internal audit standards. Ensures the provision of special services to owners and guests. 
• Manages personnel functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay and recognition. 
• Maintains a positive cooperative work environment between staff and management.
• Helps develop management talent by acting as a mentor for direct reports. 
• Ensures team members fully understand performance standards, uniforms, and appearance standards. 
• Monitors payroll hours and reports.
• Attends management meetings and conducts departmental meetings. 
• Routinely inspects department to ensure that equipment is in proper working condition and supplies are stocked. Serves as liaison with the rental and sales departments. 
• Assists with owner and guest activities and recreation as required by management. 
• Manages key control procedures. 
• May be required to do other duties and special projects as assigned by the Resort Director. 
• Regular attendance in conformance with the standards, which may be established and revised by HGVC (Hilton Grand Vacations Club) from time to time, is essential to the successful performance of this position. 

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.

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

• High School graduate or GED
• 5 – 7 years of related experience
• 4+ years of managerial experience
• Full availability for work schedule
• Demonstrates excellence in service quality standards that affect guest satisfaction

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

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• High level of communication skills
• Understanding of how Housekeeping and Front Office work together
• Associate’s Degree and/or Bachelor’s Degree

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 accommodations.