Job DescriptionAs the Director of Guest Services, your role is crucial for driving the success of our resort. You will be a hands-on leader responsible for completing your duties in alignment with our "Inspired Hospitality" service culture. To ensure that our operations are conducted efficiently and effectively, it is essential that you possess the necessary expertise and professionalism. By doing so, you will help us maintain our position as a customer-focused organization and contribute to our continued growth.
Key Responsibilities:- Oversee the day-to-day operations of the Guest Services and PBX Department, ensuring the highest level of service and guest satisfaction.
- Develop and implement strategies to enhance the guest experience and exceed expectations.
- Develop and manage departmental budgets, ensuring financial targets are met.
- Stay informed about current industry trends and successful strategies to foster innovation and maintain a competitive edge.
- Responsible for preparing and submitting weekly payroll hours and reports, and auditing attendance.
- Attends management meetings and conducts departmental meetings, including daily Huddles.
- Represent the resort on the Front Office Cluster meetings, Inventory Management meetings, as well as the global calls set by HGV.
- Develop and lead owner and guest appreciation activities and recreation as required by management.
- Lead in the resolution of escalated guest concerns and service recovery situations.
- Maintain readiness for audits, QA inspections, and brand standards.
- Investigate operational issues affecting guests and implement sustainable solutions to prevent recurrence.
- Collaborate with other departments to resolve operational challenges and improve processes.
- Recruit, train, coach, and develop team members.
- Build team engagement through recognition, communication, and development initiatives.
- May be required to perform other duties and special projects as assigned by the Asst. General Manager and/ or Resort General manager.
What are we looking for?To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- High School Diploma
- Minimum 5 years of managerial experience
- Minimum of 7 years of direct front desk or front office operations experience in a hospitality environment, with proven supervisory experience
- Microsoft 365 experience required
- Previous experience in a Mid-Volume hotel setting
- First Aid/AED and CPR certification
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:- Bachelor's Degree
- Microsoft Co-Pilot/AI experience
- Prior management experience
- Timeshare industry experience
ResponsibilitiesKey Responsibilities:- Oversee the day-to-day operations of the Guest Services and PBX Department, ensuring the highest level of service and guest satisfaction.
- Develop and implement strategies to enhance the guest experience and exceed expectations.
- Develop and manage departmental budgets, ensuring financial targets are met.
- Stay informed about current industry trends and successful strategies to foster innovation and maintain a competitive edge.
- Responsible for preparing and submitting weekly payroll hours and reports, and auditing attendance.
- Attends management meetings and conducts departmental meetings, including daily Huddles.
- Represent the resort on the Front Office Cluster meetings, Inventory Management meetings, as well as the global calls set by HGV.
- Develop and lead owner and guest appreciation activities and recreation as required by management.
- Lead in the resolution of escalated guest concerns and service recovery situations.
- Maintain readiness for audits, QA inspections, and brand standards.
- Investigate operational issues affecting guests and implement sustainable solutions to prevent recurrence.
- Collaborate with other departments to resolve operational challenges and improve processes.
- Recruit, train, coach, and develop team members.
- Build team engagement through recognition, communication, and development initiatives.
- May be required to perform other duties and special projects as assigned by the Asst. General Manager and/ or Resort General manager.
QualificationsWhat are we looking for?To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- High School Diploma
- Minimum 5 years of managerial experience
- Minimum of 7 years of direct front desk or front office operations experience in a hospitality environment, with proven supervisory experience
- Microsoft 365 experience required
- Previous experience in a Mid-Volume hotel setting
- First Aid/AED and CPR certification
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:- Bachelor's Degree
- Microsoft Co-Pilot/AI experience
- Prior management experience
- Timeshare industry experience
