Director Guest Services

The Director of Guest Services leads all Front Office functions including Guest Service Attendants Night Audit Rooms Control and Shuttle Operations to deliver a seamless highquality owner and guest experience. As part of the Resort Leadership Team this role drives service excellence operational efficiency and financial performance by developing and implementing policies processes and initiatives that enhance owner and guest satisfaction while supporting the achievement of annual business objectives.

Heres why youll love it here -We offer an excellent benefits package to our full-time Team Members that include:

• Salary Range: $80000 - $95000/annually
• This position is eligible for a corporate bonus
• 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
• Flexible PTO plan for managers and above that provides employees with ample time off to rest recharge and spend quality time with their loved ones.
• Team Member Recognition and numerous learning and advancement opportunities to fuel your professional growthand more!

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits and is one of Newsweeks Americas Greatest Workplaces for Parents & Families. Over the past 30 years the highest honor weve received is the continued loyalty of our Owners Members and Guests. Weve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts call centers and corporate offices.

Key Responsibilities Include:

• Manage direct and coordinate all Front Office operations to ensure exceptional service delivery and alignment with brand standards.
• Lead efficient checkin and checkout processes while coordinating Front Office activities with all departments to ensure a seamless guest experience.
• Oversee and resolve owner and guest concerns with a strong commitment to service recovery and satisfaction; escalate unresolved issues to the GM as appropriate.
• Ensure accurate collection handling and accounting of all funds in compliance with company policies internal controls and audit standards.
• Oversee Night Audit operations and ensure the timely preparation and review of accounting and audit reports.
• Accountable for departmental labor and operating expenses within approved budgets; monitor payroll labor usage and productivity to ensure fiscal responsibility.
• Coordinate and deliver special services amenities and experiences for owners and guests.
• Lead all personnel functions including hiring onboarding training scheduling coaching performance management discipline compensation input and recognition.
• Develop leadership capability within the department by mentoring direct reports and emerging leaders.
• Create a highperformance culture by establishing clear expectations empowering team members reinforcing service standards and fostering engagement accountability and mutual respect.
• Ensure team members understand and comply with performance expectations service standards uniform and appearance guidelines.
• Conduct routine inspections to ensure equipment functionality adequate supplies and compliance with operational and safety standards.
• Serve as a liaison with Sales Rental and other departments to support seamless owner and guest experiences.
• Assist with owner and guest activities recreation and special events as directed.
• Enforce key and access control procedures to maintain security and asset protection.
• Attend property leadership meetings and conduct regular departmental meetings to communicate priorities performance metrics and operational updates.
• Perform additional duties and special projects as assigned by the General Manager or executive leadership.
• Carry out reasonable management directives in support of resort operations.
• Embodies the Hilton Grand Vacations Values of Hospitality Integrity Leadership Teamwork Ownership Now
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

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:

• High School Diploma or equivalent
• 57 years of hotel or resort operations experience
• 4 years of management or supervisory experience
• Strong leadership communication and problemsolving skills
• Experience with property management systems (PMS) and workforce/timekeeping tools
• Ability to manage multiple priorities in a fastpaced environment

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

• Bachelors Degree
• 7 years of related experience
• Prior Directorlevel leadership experience
• Timeshare or vacation ownership experience
• Knowledge of budgeting forecasting and operational reporting
• Datadriven approach using guest satisfaction and labor metrics
• CPR / First Aid Certification

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 accommodation.