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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

      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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