Hilton Grand Vacations
Overview
Join the team at The Fountains Resort as an Assistant Director of Guest Services and be a part of one of the most outstanding and family-inspired Orlando timeshare resorts. As the Assistant Director of Guest Services, you will assist and support the Director of Guest Services in all aspects of Front Office operations, which includes the daily supervision of guest service and team member support. You will also implement improvements to policies and operational systems in order to achieve outstanding service scores. We are Hilton Grand Vacations, a leader in the vacation ownership industry. Our culture focuses on crafting memorable experiences and making a positive impact within our industry and the communities in which we live and work. Our Team Members are the HEART of what we do. Benefits
Day 1 Benefit Eligibility Daily Pay Recognition Programs and Rewards 401(k) program with company match Paid time off and Paid Sick Days Tuition reimbursement programs Numerous learning and advancement opportunities And much more Responsibilities Include
Supervise and manage all Front Office operations during the night shift Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone Effectively handle incidents and guest concerns in a timely and professional manner to ensure high levels of guest satisfaction; alert management team of potential serious issues Check-in arriving guests and check-out departing guests Assist Director of Front Office with personnel functions – including performance management, counseling, scheduling, training, brand standard compliance, and recognition Perform daily inspections of all public areas and coordinate prompt response to any substandard area to the appropriate department Perform room inspections for VIP guests Assist with adjustments in departmental policies and procedures Complete property night audit Communicate with required internal departments (PBX, Housekeeping, Engineering, Security) as needed via telephone and/or email Coordinate and conduct training sessions for incoming and existing employees to ensure HGVC quality standards and policies are met Monitor/manage room inventory and room status in the resort PMS and booking systems to ensure timely and accurate updates Ensure all pending arrival information is accurate Other duties as assigned by leadership Qualifications
Minimum of 2 years of experience in the customer service field Minimum of 2+ years of management experience Previous hotel front desk experience Demonstrate leadership skills such as integrity, professionalism, and confidentiality A courteous and professional attitude when handling upset guests and difficult situations High school diploma or equivalent Preferred Capabilities
Associate degree/College diploma 3+ years of similar experience Equal Opportunity Employer
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 provide reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
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Join the team at The Fountains Resort as an Assistant Director of Guest Services and be a part of one of the most outstanding and family-inspired Orlando timeshare resorts. As the Assistant Director of Guest Services, you will assist and support the Director of Guest Services in all aspects of Front Office operations, which includes the daily supervision of guest service and team member support. You will also implement improvements to policies and operational systems in order to achieve outstanding service scores. We are Hilton Grand Vacations, a leader in the vacation ownership industry. Our culture focuses on crafting memorable experiences and making a positive impact within our industry and the communities in which we live and work. Our Team Members are the HEART of what we do. Benefits
Day 1 Benefit Eligibility Daily Pay Recognition Programs and Rewards 401(k) program with company match Paid time off and Paid Sick Days Tuition reimbursement programs Numerous learning and advancement opportunities And much more Responsibilities Include
Supervise and manage all Front Office operations during the night shift Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone Effectively handle incidents and guest concerns in a timely and professional manner to ensure high levels of guest satisfaction; alert management team of potential serious issues Check-in arriving guests and check-out departing guests Assist Director of Front Office with personnel functions – including performance management, counseling, scheduling, training, brand standard compliance, and recognition Perform daily inspections of all public areas and coordinate prompt response to any substandard area to the appropriate department Perform room inspections for VIP guests Assist with adjustments in departmental policies and procedures Complete property night audit Communicate with required internal departments (PBX, Housekeeping, Engineering, Security) as needed via telephone and/or email Coordinate and conduct training sessions for incoming and existing employees to ensure HGVC quality standards and policies are met Monitor/manage room inventory and room status in the resort PMS and booking systems to ensure timely and accurate updates Ensure all pending arrival information is accurate Other duties as assigned by leadership Qualifications
Minimum of 2 years of experience in the customer service field Minimum of 2+ years of management experience Previous hotel front desk experience Demonstrate leadership skills such as integrity, professionalism, and confidentiality A courteous and professional attitude when handling upset guests and difficult situations High school diploma or equivalent Preferred Capabilities
Associate degree/College diploma 3+ years of similar experience Equal Opportunity Employer
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 provide reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
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