Job DescriptionThe Director of Guest Services will lead all Front Office operations at TH Modern Honolulu. This key leadership position is responsible for delivering exceptional owner and guest experiences through operational excellence, team development, service consistency, and effective cross-functional collaboration. As a member of the resort leadership team, the Director of Guest Services will drive departmental performance, guest satisfaction, and organizational success while fostering a culture of accountability, engagement, and service excellence.
Here's why you'll love it here - We offer an excellent benefits package to our full-time Team Members that include:
- Salary Range: $88,000-97,000 per year
- 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
- Generous Paid Time Off Program
- Paid Sick Days
- Team Member Recognition and numerous learning and advancement opportunities... and more!
ResponsibilitiesAdditional Responsibilities Include:
- Lead all Front Office and Guest Services operations, ensuring seamless service delivery throughout the guest experience lifecycle.
- Establish and maintain service standards, operating procedures, and departmental initiatives that support owner and guest satisfaction.
- Monitor guest feedback, survey results, service recovery efforts, and operational performance metrics to drive continuous improvement.
- Partner closely with Housekeeping and other operational departments to maximize room availability, inventory management, and overall resort efficiency.
- Lead staffing, scheduling, coaching, succession planning, performance management, and employee development initiatives.
- Manage departmental budgets, labor costs, and operational resources to support financial objectives.
- Partner with Human Resources on employee relations matters, performance improvement plans, and corrective action processes.
- Maintain a thorough understanding of the Collective Bargaining Agreement (CBA) and ensure consistent administration of contract provisions when supervising union team members.
- Support onboarding, training, and development programs for both union and non-union team members.
- Maintain productive relationships with vendors, business partners, and operational support teams to ensure business needs are met efficiently.
- Perform other duties as assigned.
QualificationsWhat 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. At the core of our company's success are our Team Members.
To fulfill this role efficiently, you must possess the following minimum qualifications and experience:
- Minimum 5 years of Front Office, Guest Services, Hotel Operations, or Resort Operations leadership experience.
- Minimum 4 years of management experience.
- Strong leadership capability with demonstrated success motivating, developing, and engaging teams.
- Excellent communication, interpersonal, and relationship-building skills.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated problem-solving, analytical, and decision-making abilities.
- Experience working within structured, policy-driven organizations
- Proficiency in Microsoft Office applications
- High School Diploma or GED
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Bachelor's Degree in Hospitality, Business Administration, or a related field.
- Experience in a timeshare ownership environment
- Experience interpreting and administering Collective Bargaining Agreements (CBA).
- Japanese language fluency (reading, writing, and speaking).
- CPR and First Aid certification
