Assistant Director of Guest Services

Heres why you will love it here:

• Recognition Programs and Rewards
• Excellent health care options including medical dental and vision
• Travel Discounts Program Go Hilton Team Member Travel Program offers deeply discounted rates
• Generous Paid Vacation Program and Paid Sick Days
• Employee Assistance Program that supports your physical and mental wellbeing
• 401(k) program with company match
• Tuition reimbursement programs
• Employee Stock purchase program
• Numerous learning and advancement opportunities
• And more!

What will I be doing

As an Assistant Director of Guest Services (Front Office) at The Suites at Fall Creek Resort in Branson you will be responsible for driving company success through performing the following tasks to the highest standards:

• Effectively handle incidents and guest concerns in a timely and professional manner to ensure high levels of guest satisfaction. Alert management team of potential serious issues.
• Ensure quality assurance standards of hospitality are provided to all members owners and guests on property and/or via telephone.
• Check-in arriving guests and check-out departing guests.
• Assist Front Office Manager/Director with managing resort inventory.
• Assist with adjustment in departmental policies and procedures.
• Complete Front Desk accounting transactions including balancing end-of-day shift reports.
• Maintain necessary hard copies of paperwork of daily operations as needed.
• Communicate with all required internal departments including PBX Housekeeping Engineering and Security as needed via telephone and/or email.
• Ensure all pending arrival information is accurate. Check rates and prepare for upcoming arrival packets with necessary materials and information.
• Complete Front Desk Agent checklist.
• Perform property and room inspections.
• Make recommendations to management regarding development and corrective action plans.

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. We believe that at the core of our companys success are our Team Members! To fulfill this role successfully you must possess the following minimum qualifications and experience:

• A minimum of six (6) months of supervisory experience in the customer service field required.
• A minimum of 1 yearhotel industry experience
• Demonstrate leadership skills such as integrity professionalism and confidentiality
• A courteous and professional attitude when handling upset guests and difficult situations
• High school diploma or equivalent

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

• Possess the knowledge skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job with or without reasonable accommodation
• Proven ability to respond effectively to sensitive inquiries or complaints
• Ability to calculate figures and amounts such as discounts interest commissions proportions percentages etc.
• Interpersonal skills high level of communication skills ability to make decisions and lead others
• Understanding of how Housekeeping and Front Office work together

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

• Ensures that department operates in compliance of organizational business and financial regulations.
• Routinely monitors guest survey scores requests and complaints and resolution of issues as deemed necessary to provide excellence in service.
• Maintains human resource management practices that are executed by direct reports which include performance management and corrective action in partnership with the HR Business Partner. Maintains firm understanding of the established Collective Bargaining Agreement as it relates to the supervision and performance of HHV-VO team members.
• Coordinate developmental plans for team members to ensure continued growth and success within the organization.
• Maintains relationships contracts compliance and interface issues with the operations business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
• Performs other related activities as needed.

• High School Diploma/GED
• Able to work flexible schedules including mornings evenings weekends and holidays
• 3 years of managerial experience
• 3 years of experience at property with 500 rooms
• Strong leadership capability with the ability to motivate develop and engage staff in a positive manner that produces business results
• Demonstrates problem solving analytical and conceptual skills
• Strong written and oral interpersonal communication skills with the ability to build and maintain productive working relationships and negotiate with a range of internal and external clients