Director of Guest Services

Job Description

The Director of Guest Services is responsible for the overall business and management of the Front Office and Bar operations, which includes the daily supervision of guest service and team member support.

They work with the Resort Leadership Team to develop and implement improvements to policies and operational systems in order to achieve outstanding service scores;

maintain accurate budget allocation to improve business sustainability; and find opportunities that better equips 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 :

• Pay Range : $77,500 $79,560
• 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!

Schedule Details :

Our Resort operates 7 days per week.

Additional Responsibilities Include :

Develops and implements the critical initiatives of the Front Office and Food and Beverage division and makes adjustments to the operations to meet the strategic goals, clear goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations and decision-making powers for goal achievement.

Maintains compliance with interpersonal, business, and financial regulations.

Leads the Front Office, Front Services and Food and Beverage teams and supervises its functions, resources, and scheduling outputs including business and financial management, facilities, information and communications technology, and resources.

Routinely supervises guest survey scores, requests and complaints, and resolution of issues as deemed vital to provide excellence in service.

Ensures consistency in daily communication, and monitors activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest’s expectations.

• Responsible to achieve or exceed the gross and net income for retail outlet. Responsible to achieve or exceed the per occupied suite goal based on the annual budget for the department.
• Develops human resource management practices that are implemented by staff which include recruitment, performance management, and corrective action in partnership with the HR Business Partner, and department onboarding schedule for all team members, coordinates development plans to ensure continued growth and succss within the organization.
• Maintains relationships, contracts, compliance, and collaborate with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
• Develops and leads 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 Senior Leadership and Business Management
• Assist the GM to complete any capital projects in a timely manner within budget and make recommendations for following year requirements.

Ensures at the end of each shift that all F&B team members have completed daily checklists and shift closings are accurate.

Develops menus and food & beverage marketing strategies : implement new seasonal menus and marketing strategies to drive revenues.

Keep abreast of marketing techniques, promotions and new trends in restaurant and bar operations.

• Comply with all health & QA standards, and Acts as a business contact with colleagues, purveyors, and health officials.
• Performs other related activities as the need arises.

Five stars for fostering a culture of work-life balance and family-friendly benefits, and is one Newsweek’s America’s Greatest Workplaces for Parents & Families.

Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

Qualifications

What are we looking for .

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth.

To fulfill this role successfully, you have the following minimum qualifications and experience :

• 5 years of related experience in Guest Services.
• 4 years of management or supervisory experience.
• High school diploma or equivalent experience.
• Able to work flexible schedules including mornings, evenings, weekends and holidays.
• Strong leadership capability with the ability to empower, 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 partner with a range of internal and external clients.

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

• Fluent Japanese language (read, speak, write)
• Experience working in hotel / resort operations, with an emphasis on the relationship between Front Office and Housekeeping.

Timeshare ownership preferred.

• Knowledge of economic and accounting principles and practices, analysis and reporting of financial data.
• Experience in managing operations operating under a Collective Bargaining Agreement (CBA).
• BA / BS / Bachelor’s Degree
• 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.