Director Front Office Guest Services

Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the outstanding opportunities we offer to extraordinary people who join our U.S. team!

The Wilderness Club at Big Cedar is excited to offer the opportunity to join the elite team of Hilton Grand Vacations. This resort is one of a kind and hosts 445 units, from Presidential lodge suites to cozy, comfortable cabins on the amazing Table Rock Lake. We are building a team centered on excellence and providing exceptional vacations for our guests and owners. Our resort offers numerous opportunities for growth and development within every facet of the hospitality industry.

Here’s why you will love it here:

• Enjoy exceptional benefits, including comprehensive health care options starting day 1, a Travel Discounts Program with hotel rates worldwide, and an Employee Assistance Program that supports your well-being.
• Take advantage of numerous learning and advancement opportunities to fuel your professional growth.
• The company offers a Flexible PTO plan for managers and above that provides employees with ample time off to rest, recharge, and spend quality time with their loved ones.
• Benefit from a company culture that values work-life balance and family-friend
• Comprehensive 401(k) program with company match contributions to help secure your financial future.
• Exclusive employee stock purchase program, allowing you to invest in your future while benefiting from company growth.
• Additionally, a range of exclusive perks is available to enhance your overall employee experience and well-being.

Key Responsibilities:

• Oversee the day-to-day operations of the Guest Services department, ensuring the highest level of service and guest satisfaction.
• Develop and implement strategies to improve the guest experience and go above and beyond.
• Lead and inspire a team of dedicated professionals, fostering a collaborative and inclusive work environment.
• Build and maintain strong relationships with important individuals to ensure smooth coordination of guest services.
• Continuously assess and enhance operational efficiencies to enhance guest satisfaction and departmental performance.
• Develop and manage departmental budgets, ensuring financial targets are met.
• Stay informed about current industry trends and successful strategies to foster innovation and maintain a competitive edge.
• Monitors payroll hours and reports.
• Attends management meetings and conducts departmental meetings.
• Represent resort on the Front Office Cluster meetings as well as the global calls set by HGV.
• Assists with owner and guest activities and recreation as required by management.
• May be required to do other duties and special projects as assigned by the Asst. General Manager and/ or Resort General manager.

Key Skills and experience:

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

• High School Diploma
• Minimum 5 years of Managerial experience
• Minimum of seven years of direct front desk or front office operations experience in a hospitality environment. With 4 years proven experience in a supervisory role within the department.
• Prior cash handling and computer experience required.
• Previous experience in a high volume hotel setting
• Previous experience in a large property
• First Aid/ AED and CPR certification
• Tam Card/ Alcohol awareness training or acquire after hire.

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

• Bachelor’s Degree
• Timeshare industry experience

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, innovative driven team today.

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, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.

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  Benefits that support Team Member health and financial wellbeing.

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  Travel and hotel discounts for Team Members, family and friends.

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  A healthy work-life balance with PTO and flexible hours.

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  Team Member events that build camaraderie through fun activities.

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  An open-minded culture committed to diversity and inclusion.

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  Incentives for Team Members that exhibit excellence every day.