Director of Guest Services - Ka Haku, a Hilton Club

The Director of Guest Services oversees all Front Office operations to ensure efficient, consistent, and highly responsive service. This role supports a premier resort environment by maintaining strong service standards, effective team leadership, and smooth coordination across guest-facing functions.

HGV offers outstanding Team Member travel discount programs and much more through Perks at Work, exclusive Go Hilton Travel, HGV Getaway, and RCI Travel, opening access to discounts at over 1500 brands and resorts. Your daily work location unlocks your specific set of benefits.

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

• Salary Range: $83,000 ~ $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.

Additional Responsibilities Include:

• Leads Front Office operations with a focus on organized processes, reliable service delivery, and clear communication across departments. 
• Monitors guest feedback and operational performance to ensure service expectations are met and issues are resolved promptly. 
• Ensures accurate room inventory management and effective partnership with Housekeeping and other departments. 
• Oversee team development, staffing, scheduling, performance management, and adherence to company policies. 
• Manages departmental budgets and operational resources to support efficient and predictable business performance. 
• Maintains strong vendor relations and ensures external partners support operational needs. 
• Performs other duties as required.

What 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:

• High School Diploma or equivalent
• 5 years of related experience, ideally in Front Office or Guest Services
• 4 years of managerial experience, preferably in hospitality or a similar setting
• Prior Front Office or Guest Services leadership experience
• Proven leadership skills with the ability to support and guide teams effectively
• Strong organizational skills with the ability to manage multiple priorities
• Proven problem‑solving and decision‑making abilities
• Clear and professional communication skills
• Ability to collaborate well with other departments
• Experience working in a structured, policy‑driven environment
• Proficiency in MS Office and related applications.

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

• Bachelor’s Degree or college diploma
• 7 years of related experience
• 6 years of managerial experience, preferably in hospitality or a similar setting
• Prior experience working in a timeshare ownership environment
• Previous experience in a luxury resort setting
• Familiarity with budgeting and operational reporting
• CPR/First Aid certification
• Bilingual in Japanese and English (read, speak, write)

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

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.