Asst Director Guest Services

Hilton Grand Vacations is now looking for an Asst Director of Guest Services to join the team at Polo Towers! Dont miss the chance to apply your hospitality expertise or embark on an exciting career with ample opportunities for growth and advancement.

In the heart of the renowned Las Vegas Strip our 829-room resort offers the ideal retreat for our owners and guests to unwind after a bustling day on the Strip. Alongside the nearby attractions our rooftop pool fitness center and spa enhance our guests stay. Dont miss the chance to apply your hospitality expertise or embark on an exciting career with ample opportunities for growth and advancement.

• Day 1 Health Benefits Eligibility: Excellent health care options including medical dental and vision
• Recognition Programs and Rewards
• Travel Discounts Program
• Outstanding 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!

As an Asst Director of Guest Services you will be responsible for driving company success through performing the following tasks to the highest standards.

• Resolve and follow up on incidents and guest concerns in a timely and professional manner and aligned with our Make It Right practice. Use proper judgement and escalate potential serious issues to leadership.
• Ensure Inspired Hospitality is delivered to all members owners and guests on property and/or via telephone and email correspondence.
• Assist Guest Services Director with managing resort inventory.
• Be knowledgeable of departmental policies and procedures and ensure implementation and compliance.
• Oversee and ensure completion of Guest Services accounting transactions including balancing end-of-day shift reports.
• Maintain all required daily weekly monthly documentation to ensure compliance with SOPs.
• Collaborate and effectively communicate with internal departments including PBX Housekeeping Engineering and Security to ensure a seamless owner/guest experience.
• Review Front Desk Agent and Supervisor checklists. Ensure completion and propose any changes needed to increase efficiency of Guest Services Operations.
• Perform property and room inspections. Follow up to ensure any deficiencies are resolved promptly.
• Perform administrative tasks including ordering billing and reconciliation scheduling attendance tracking payroll submission.
• Engage in team member training and development coaching to ensure consistent delivery of Inspired Hospitality.
• Exemplify Hilton Values (Hospitality Integrity Leadership Teamwork Ownership Now) in conduct and interactions with team members owners and guests.
• Assist Guest Services Director with recruiting including interviewing onboarding and training of new team members.
• Carries out any reasonable requests by leadership.

Key Skills and experience:

• A minimum of 3 years of leadership experience in Guest Service required.
• A minimum of 3 years Resort Hospitality experience.
• Vacation Ownership experience helpful.
• Demonstrate leadership skills such as integrity professionalism and confidentiality.
• Ability to perform multiple tasks under time constraints and determine priority status.
• A courteous and professional attitude when assisting upset guests and resolving 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 they 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 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.

• Resolve and follow up on incidents and guest concerns in a timely and professional manner and aligned with our Make It Right practice. Use proper judgement and escalate potential serious issues to leadership.
• Ensure Inspired Hospitality is delivered to all members owners and guests on property and/or via telephone and email correspondence.
• Assist Guest Services Director with managing resort inventory.
• Be knowledgeable of departmental policies and procedures and ensure implementation and compliance.
• Oversee and ensure completion of Guest Services accounting transactions including balancing end-of-day shift reports.
• Maintain all required daily weekly monthly documentation to ensure compliance with SOPs.
• Collaborate and effectively communicate with internal departments including PBX Housekeeping Engineering and Security to ensure a seamless owner/guest experience.
• Review Front Desk Agent and Supervisor checklists. Ensure completion and propose any changes needed to increase efficiency of Guest Services Operations.
• Perform property and room inspections. Follow up to ensure any deficiencies are resolved promptly.
• Perform administrative tasks including ordering billing and reconciliation scheduling attendance tracking payroll submission.
• Engage in team member training and development coaching to ensure consistent delivery of Inspired Hospitality.
• Exemplify Hilton Values (Hospitality Integrity Leadership Teamwork Ownership Now) in conduct and interactions with team members owners and guests.
• Assist Guest Services Director with recruiting including interviewing onboarding and training of new team members.
• Carries out any reasonable requests by leadership.

Key Skills and experience:

• A minimum of 3 years of leadership experience in Guest Service required.
• A minimum of 3 years Resort Hospitality experience.
• Vacation Ownership experience helpful.
• Demonstrate leadership skills such as integrity professionalism and confidentiality.
• Ability to perform multiple tasks under time constraints and determine priority status.
• A courteous and professional attitude when assisting upset guests and resolving 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 they 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.