Job Details

Join Hilton Grand Vacations as a Director of Guest Services. This role focuses on delivering excellent guest experiences, leading a team, and driving company success in alignment with our Spirit of Service culture.

Responsibilities

• Ensures a high standard of service is delivered in a friendly, personalized manner by responding to owners and guests concerns and maintaining visibility and contact.
• Follow-through on goals and commitments by developing actionable recommendations with integrity and supporting team members, leaders, owners, and guests.
• Attend management meetings and conduct departmental meetings to communicate effectively with key partners and leadership.
• Apply novel and creative problem-solving approaches to achieve strategic outcomes.
• Seek input from relevant sources to make timely, well-informed decisions.
• Empower Team Members to be partners in achieving goals, ensuring understanding of performance, uniform, and appearance standards.
• Identify and exhibit motivational behavior aligned with pivotal initiatives.
• Adapt personal, interpersonal, and leadership behaviors to address challenges.
• Use situational awareness to adjust to the needs of the moment.
• Manage accurate collection of monies due to the property.
• Ensure provision of special services to owners and guests.
• Lead personnel functions such as selection, orientation, training, performance reviews, corrective action, counseling, scheduling, labor utilization, pay, and recognition.
• Serve as liaison with the rental and sales departments.
• Communicate clear performance expectations and follow up consistently.
• Set clear goals and objectives, inspiring team members to perform at higher levels.

What are we looking for?

Qualifications

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with a commitment to innovation, quality, and growth. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• Associates Degree/College Diploma, or relevant experience; 3-5 years of related experience; 2+ years of Supervisory experience

It would be advantageous to have the following capabilities and distinctions:

• BA/BS Bachelors Degree preferred
• VOICE Certified
• 5-7 years of customer service experience
• 4+ years of managerial experience

We are an equal opportunity employer and value diversity. 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 provide reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive benefits. Please contact us to request an accommodation.

Seniority level

• Director

Employment type

• Full-time

Job function

• Management
• Manufacturing

Industries

• Hospitality

We offer an excellent benefits package to our full-time Team Members, including medical, dental, and vision insurance, a 401K plan, Paid Time Off (PTO), and travel benefits.