Director Guest Services

The Director of Guest Services is a key member of the Resort Leadership Team, overseeing all Front Office operations—including Front Desk, Reservations, Night Audit, PBX (Telephone Operations), Bell Services, and Shuttle Operations—to deliver exceptional owner and guest experiences. This role is ideal for a hands‑on, people‑focused leader who thrives in a fast‑paced hospitality environment while driving service excellence, team engagement, and operational performance at our Waikoloa resort.

Here's why you'll love it here - We offer an excellent benefits package to our full-time Team Members that include:

• Salary Range: $85,000 ~ $108,000 annually
• 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
• Flexible PTO plan for managers and above that provides employees with ample time off to rest, recharge, and spend quality time with their loved ones.
• Team Member Recognition and numerous learning and advancement opportunities to fuel your professional growth…and more!
  
  

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.

Key Responsibilities Include

• Lead daily Front Office operations to ensure seamless, high‑quality owner and guest experiences
• Drive consistent check‑in and check‑out excellence while collaborating with all resort departments
• Resolve owner and guest concerns with a strong focus on service recovery and satisfaction
• Oversee accurate cash handling, audit compliance, and Night Audit operations
• Manage departmental labor and operating expenses within approved budgets
• Lead hiring, onboarding, training, scheduling, coaching, and performance management
• Develop future leaders through mentoring and leadership development
• Build a high‑performance, accountability‑driven service culture
• Ensure compliance with brand standards, safety protocols, and company policies
• Partner with Sales, Rentals, and other departments to support resort goals
• Participate in leadership meetings and communicate performance metrics and priorities
  
  

Qualifications

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We believe that at the core of our company’s success are our Team Members! To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• High School Diploma or equivalent
• 5–7 years of hotel or resort operations experience
• 4 years of management or supervisory experience
• Strong leadership, communication, and problem‑solving skills
• Experience with property management systems (PMS) and workforce/timekeeping tools
• Ability to manage multiple priorities in a fast‑paced environment
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Bachelor’s Degree
• 7 years of related experience
• Prior Director‑level leadership experience
• Timeshare or vacation ownership experience
• Knowledge of budgeting, forecasting, and operational reporting
• Data‑driven approach using guest satisfaction and labor metrics
• CPR / First Aid Certification
  
  

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, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.