What are the responsibilities and job description for the Manager Front Office position at Hilton Grand Vacations, Inc.?
Become part of the 90 family of team members who take pride in providing extraordinary service all while having fun and loving the numerous benefits HGV has to offer. (Team member travel, benefits on day one, etc.) Retire with us! Would be responsible for:
The Manager Front Office leads and coordinates all efforts of the front desk and night audit functions to ensure outstanding owner and guest services.
You are responsible for driving company success through performing the following tasks to the highest standards:
- Responsible for the overall operation of the entire hotel during the night shift to ensure guest satisfaction and safety.
- Critical decision-making ability in the areas affecting the overall guest satisfaction, safety of the hotel, team members and guests.
- Always providing outstanding interpersonal communication as position is the key liaison between all departments to ensure the proper levels of communication, teamwork and encouragement.
- Visible and interactive with guests/owners in all public areas to ensure the proper guest experience. Routinely rotates through each area of the resort, assessing quality assurance measures (cleanliness, attentiveness of staff, lighting, safety).
- Service and quality focused on owners/guests with any feedback, complaint, or disputes, providing immediate guest recovery solutions whenever possible. Seeks proactive measures to resolve any potential guest issues or barriers in service. Identify and advise department management on suggestions for process improvements or guest service enhancements.
- Builds strong rapport with all team members; empower, recognize and rewards those exemplifying exemplary levels of service.
- Handles all guest issues and emergencies.
- Flexibility within function, skilled in and able to relieve front desk and night audit staff when vital.
- Coordinates and conducts training sessions for incoming and existing employees of the resort staff to ensure that all HGV quality standards and policies are being met.
- Ensures all VIP rooms are inspected before arrival. Greets and escorts VIPs to their room/s.
- Provides outstanding hospitality to all guests of the resort, ensuring the needs of all customers are met and proper standards of conduct and efficiency are always followed.
- Performs daily inspections of all public areas and coordinates the prompt response to any substandard area to the appropriate department.
- Whenever a potential sell-out exists, employee will ensure that all vacant rooms are assigned to a Housekeeper for cleaning. Coordinates all additional needs with the Guest Service Manager.
- Carries out any reasonable request by management that they can perform.
- Competitive base pay
- Qualify for quarterly bonus**
- Benefits on day one
- Recognition Programs and Rewards
- Discounted Hilton hotel rates worldwide
- 401(k) program with company match
- Employee stock purchase program
- Paid Holidays, Sick days, and Generous Paid Time Off Program
- Tuition reimbursement
- Numerous learning and career advancement opportunities
**Quarterly bonus is not guaranteed
*Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to the collective bargaining agreement.
What Are We Looking For:
Hilton Grand Vacations is an authority 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 possess the following minimum qualifications and experience:
- Associate's Degree/College Diploma/or proven experience
- 3-5 years of related experience
- 2 years of supervisory experience
HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we've received is the continued loyalty of our Owners, Members and Guests. We've also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.
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 ensure that individuals with disabilities are provided 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.