Director of Guest Services
Company: Hilton Grand Vacations
Location: Honolulu
Posted on: May 24, 2023
Job Description:
Job Description
The Director of Guest Services is 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 a proper budget allocation to improve business
sustainability; and find 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:
- 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!
Our dedication to excellence is recognized and celebrated by some
outstanding accolades including a Stevie American Business Awards
Gold winner for Company of the Year in Hospitality and Leisure,
ranked a top company by LinkedIn in Travel & Hospitality on its
2022 Top Companies Industry Edition list, and becoming a Great
Place to Work - certified company, earning our 2022
certification.
Schedule Details:
Our Front Office Department operates 7 days per week. Must be
available on weekdays, weekends and holidays.
Additional Responsibilities Include:
- Responds to owner and guests' problems and oversees resolution
and ensures that a high standard of service is delivered in a
friendly and personalized manner.
- Maintains an elevated level of transparency and contact amongst
guests and owners, anticipates guests' needs, and provides services
that are beyond expectations.
- Use guests' and owners' insights to drive and guide the
development of new offerings and recommendations for
actions.
- Ability to demonstrate role-modeling behavior through visible
actions.
- Exhibits direct honesty and support to team members, corporate
leaders, owners, and guests, and Models' high-reaching standards of
honesty and integrity.
- Identify challenges, predict desired outcomes, and avoid
unnecessary risk and resources (people, materials, funding,
support) to achieve goals.
- Provides novel and creative approaches to problem-solving to
achieve strategic outcomes.
- Ability to seek input from pertinent sources to make timely and
well-informed decisions.
- Empowers Team Members to be partners in the achievement of
stated goals.
- Ability to identify and exhibit motivational behavior in
alignment with pivotal initiatives.
- Build a positive and motivating working environment and readily
adapts personal, interpersonal, and leadership behavior to address
challenges appropriately.
- Monitors guest survey scores, requests, and complaints, and
assists in resolution of issues as deemed vital to provide
outstanding service.
- Ensures consistency in daily communication, and monitors
activities with other departments in the daily maintenance of room
inventory to achieve optimal levels of revenue.
- Recruit, train, and empower team members while monitoring
individual performance and managing opportunities for improvement.
Deliver evaluations, provide recognition, and ensure succession
plans are in place. Commit to developing personal development
plans. Provide coaching, counseling, and progressive direction, in
accordance with Human Resources guidelines.
- Nurtures relationships with the operation's partners and
suppliers to ensure business needs and financial responsibilities
are handled in a timely manner.
- Owns the financial spending of the operations as it relates to
the established annual budget. Makes recommendations based on data
to achieve financial sustainability and ensures effective reporting
and forecasting of results in collaboration with Business
Management.
- May be required to do other duties and special projects as
assigned
Qualifications
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 Diploma/GED
- 4+yrs managerial experience
- 5+yrs related experience
- Strong verbal and written interpersonal communication
skills
It would be helpful in this position for you to demonstrate the
following capabilities and distinctions:
- BA/BS/Bachelor's Degree
- Fluent Japanese Language (speak, read, write)
- Timeshare ownership Experience
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.
Keywords: Hilton Grand Vacations, Honolulu , Director of Guest Services, Hospitality & Tourism , Honolulu, Hawaii
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