Manager PBX

Do you want to work for a company that puts people first and inspires your best? At HGV, we will help you reach your goals and build your future. Our Team Members are the HEART of what we do. It is their talent, passion, and dedication to our brand that has fueled the success of Hilton Grand Vacations!

The Manager PBX is accountable for leading, advising and coordinating all efforts of the PBX functions to ensure outstanding owner and guest services. They act as a Manager on Duty occasionally and respond to emergency calls promptly. They maintain our firm commitment and dedication to Hilton values, always maintaining this behavior towards our guests and team members.

You are responsible for:

• Lead day to day operations. Determines and creates policies, procedures and manuals. Establishes objectives and goals for the team; plans, coordinates and handles workflow.
• Supervise progress and completion of work assignments by PBX or Front Desk personnel.
• Ensure Quality Assurance Standard of Hospitality are provided to all members, owners, and guests on property and/or via telephone.
• Receive guest requests and/or complaints and ensure proper actions are taken by communicating with Housekeeping, Engineering, Security, and any other department as needed, via telephone, e-mail, or in person.
• Conduct recruitment of candidates, hiring process, training, coaching, performance evaluations and corrective action process as needed for accountability and standards of the department.
• Supervise inventory and perform tasks of inventory control.
• Assists with weekly scheduling and biweekly payroll for team members.
• Maintain vital hard copies of any paperwork/emails of daily operations, as needed.
• Compute billing charges, assist in collecting payments, refunds and guest service recovery as needed.
• Complete projects as assigned by management in addition to projects identified by their own proactivity.
• Train and empower team to ensure productivity.
• Monitors, assigns & assists reports with yearly, quarterly & monthly goals.
• Perform quality assurance audit checklist per standards and ensures we are meeting all requirements by correcting deficiencies and evaluating direct report’s performance.
• Investigates and resolves concerns and complaints with internal and external customers.
• Provides assistance and support; maintains a positive and professional working environment. Flexibility with schedule to cover shifts as needed.
• Completes all required Company trainings and compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs any and all other related duties as assigned or needed.

What Are We Looking For:

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• High school/GED
• 1-3 years related experience
• 1 years supervisory experience
• Proficiency reading, writing and speaking in English
• Projects a cheerful and friendly tone of voice using detailed enunciation and clarity in speaking
• Understands switchboard procedures and demonstrates ability to operate system with minimal complaints
• Demonstrates precision in service quality standards that affect guest happiness, responding to guests in a timely and professional manner
• Able to work a flexible work schedule including night, weekends and holidays
• Prior high-volume switchboard experience
• Previous experience working in the hospitality industry

Why do team members like working for us:

• Day 1 Benefit Eligibility
• Competitive base pay
• Recognition Programs and Rewards
• Discounted travel programs
• 401(k) program with company match.
• PTO, 10 Paid Holidays per year plus 2 floating
• Paid Sick Days
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities