Asst Manager Guest Services

Under general direction, the Assistant Manager Guest Services assists the management team with overseeing daily operations of the Front Desk and Night Audit while delegating and assigning projects to Front Desk Clerks and Night Auditors. 

• Represents Hilton Grand Vacations in a professional manner at all times.

• Ensures quality assurance standards of hospitality are provided to all Members, Owners and Guests on property and/or via telephone.

• Effectively handles incidents and guests’ concerns in a timely and professional manner to ensure high levels of guest satisfaction.  Alert management team of potential serious issues.

• Complies with corporate initiatives and policies including quality assurance initiatives.

• Assists Guest Services Manager with managing resort inventory.

• Implements staff incentives for team members who go beyond expectations to reach departmental goals.

• Assists with adjustments in departmental policies and procedures.

• Serves as department manager in the absence of Guest Services Manager.

• Is able to perform all job functions of Guest Services Manager, Front Desk Clerk and Night Auditor.

• Performs quality assurance audit checklist quarterly for the Night Audit and the Front Desk Clerks.

• 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.
• Perofrms other related duties as assigned.

Compensation:  $55,000.00- $63,000.00 per year.  This role is also eligible for annual performance bonuses.

Specific skills and abilities include, but are not limited to the following: 

• Computer proficiency in Microsoft Word, Excel and Outlook.

• Understands how to develop and implement business strategies.

• Ability to interpret and create policies, procedures and manuals.  Excellent customer service skills.

• Proficient in time management; the ability to organize and manage multiple priorities.  Ability to take initiative and effectively adapt to changes.

• Recognizes an emergency situation and takes appropriate action.

• Able to establish and maintain a cooperative working relation.

• Ability to interpret and create spreadsheets.

• Able to use sound judgment; work independently, with minimal supervision.  Strong analytical and problem solving skills.

• Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.

• Competent in public speaking.

• Performs well with frequent interruptions and/or distractions.

• Proven ability to lead by example and champion a culture of Inspired Hospitality, service excellence and member satisfaction.

• Experience handling guest/member concerns, service recovery situations and conflict resolution while maintaining professionalism and positive relationships.