Asst Director Guest Services

Hilton Grand Vacations is a premier company operating in the vacation ownership industry, known for its commitment to innovation, quality, and ongoing growth. Hilton Grand Vacations prioritizes delivering exceptional experiences to its guests and fostering a positive work environment for its Team Members, who are central to the company’s success. The organization operates multiple resorts and properties, offering outstanding accommodations and services, and emphasizes continuous development, both for its guests and employees. As a leader in the hospitality sector, Hilton Grand Vacations works diligently to maintain its reputation for customer satisfaction, operational excellence, and a supportive workplace culture. This role is a full-time position with an annual salary range of $75,000 to $85,000, reflecting the company’s commitment to attracting skilled professionals to enhance its guest services management team.

The Assistant Manager Guest Services plays a critical role in supporting and assisting the Director of Guest Services by supervising the front office operations. This includes daily management and leadership of guest service teams and front office staff, ensuring that all tasks are carried out efficiently to achieve high service standards. The Assistant Manager is directly involved in implementing and driving improvements to operational policies and systems aimed at achieving outstanding service scores and enhancing the overall guest experience. This role demands proactive leadership, ensuring department goals and initiatives are effectively executed and compliance with organizational and financial regulations is maintained.

Key responsibilities include monitoring guest feedback and resolving service issues promptly to maintain guest satisfaction. The Assistant Manager oversees departmental operations in the absence of the Director of Guest Services, managing scheduling, resource allocation, and business and financial management tasks. Establishing and maintaining strong human resource management practices alongside the HR Business Partner, this role focuses on performance management, corrective actions, onboarding schedules, and developmental planning to support team member growth and organizational success. In addition to operational leadership, the Assistant Manager is responsible for managing important departmental functions such as the Owners Lounge food and beverage inventory, lost and found department oversight, and acting as Manager on Duty during emergencies.

This position requires a candidate with strong leadership skills, the ability to empower and engage a multi-disciplinary team, and a commitment to maintaining excellent organizational and communication skills. The ideal candidate will have experience in hotel or resort operations, preferably within a timeshare ownership setting, knowledge of economic and accounting principles, and prior experience working with Collective Bargaining Agreements. Hilton Grand Vacations seeks candidates who bring energy, dedication, and a solution-oriented mindset, capable of navigating the complex demands of front office management while contributing positively to the company’s goals and guest experience excellence.