Job Overview
Employment Type
Full-time
Compensation
Salary
Range $83,000.00 - $108,000.00
Work Schedule
Flexible
Benefits
Medical insurance
Dental Insurance
Vision Insurance
401k plan
Life insurance
Company stock purchase program
Team Member Travel Program
Flexible Paid Time Off
team member recognition
Professional development opportunities
Job Description
Hilton Grand Vacations (HGV) is a renowned vacation ownership company that operates with a steadfast dedication to innovation, quality, and exceptional guest experiences. For over 30 years, HGV has built a reputable presence in the vacation ownership industry by providing outstanding resorts, memorable vacations, and excellent customer service. Their commitment to fostering a positive work environment is demonstrated by multiple accolades, including being recognized as one of Newsweek's "America's Greatest Workplaces for Parents & Families" and maintaining a culture emphasizing work-life balance and family-friendly benefits. HGV's team members benefit from a robust selection of travel discounts and benefits, access to thousands of brands and resort destinations through partnerships such as Perks at Work, Go Hilton Travel, HGV Getaway, and RCI Travel. Team members also enjoy competitive salary ranges, comprehensive insurance coverage, financial wellness programs, and opportunities for personal and professional growth.
The role of Director of Guest Services at Ka Haku, a Hilton Club resort, is a vital leadership position tasked with overseeing all Front Office operations to deliver an unparalleled guest experience that aligns with the standards of a luxury resort. As a key member of the opening team at Ka Haku, the Director will play a pivotal role in shaping the service culture, building and mentoring a high-performing team, and establishing consistent, exceptional guest interactions from the resort's inception. This position commands operational excellence by managing seamless communication and cooperation across departments, ensuring accurate room inventory management, monitoring guest feedback to resolve issues promptly, and maintaining strong vendor relationships.
The Director of Guest Services will also carry accountability for team development, staffing strategies, scheduling, performance management, adherence to corporate policies, and budget oversight. By driving efficiency and reliability, the Director shapes the guest journey from arrival to departure, creating memorable and personalized stays. This role combines leadership expertise with strategic operational management to support the resort’s goals and foster customer loyalty.
HGV offers an excellent benefits package to full-time team members, including a competitive salary range from $83,000 to $108,000 annually, eligibility for corporate bonus programs, medical, dental, and vision insurance effective from day one, and comprehensive financial wellness benefits such as a 401k plan with a company match, life insurance, and a company stock purchase program. Additionally, team members benefit from a flexible paid time off (PTO) plan designed to encourage rest and recharge and a variety of team member recognition programs and advancement opportunities for professional development.
By joining Hilton Grand Vacations as the Director of Guest Services, you become part of a dynamic team dedicated to transforming vacation ownership into memorable experiences worldwide. This is an excellent opportunity for experienced hospitality professionals who are motivated by operational excellence, leadership development, and providing luxury service at the highest level.
The role of Director of Guest Services at Ka Haku, a Hilton Club resort, is a vital leadership position tasked with overseeing all Front Office operations to deliver an unparalleled guest experience that aligns with the standards of a luxury resort. As a key member of the opening team at Ka Haku, the Director will play a pivotal role in shaping the service culture, building and mentoring a high-performing team, and establishing consistent, exceptional guest interactions from the resort's inception. This position commands operational excellence by managing seamless communication and cooperation across departments, ensuring accurate room inventory management, monitoring guest feedback to resolve issues promptly, and maintaining strong vendor relationships.
The Director of Guest Services will also carry accountability for team development, staffing strategies, scheduling, performance management, adherence to corporate policies, and budget oversight. By driving efficiency and reliability, the Director shapes the guest journey from arrival to departure, creating memorable and personalized stays. This role combines leadership expertise with strategic operational management to support the resort’s goals and foster customer loyalty.
HGV offers an excellent benefits package to full-time team members, including a competitive salary range from $83,000 to $108,000 annually, eligibility for corporate bonus programs, medical, dental, and vision insurance effective from day one, and comprehensive financial wellness benefits such as a 401k plan with a company match, life insurance, and a company stock purchase program. Additionally, team members benefit from a flexible paid time off (PTO) plan designed to encourage rest and recharge and a variety of team member recognition programs and advancement opportunities for professional development.
By joining Hilton Grand Vacations as the Director of Guest Services, you become part of a dynamic team dedicated to transforming vacation ownership into memorable experiences worldwide. This is an excellent opportunity for experienced hospitality professionals who are motivated by operational excellence, leadership development, and providing luxury service at the highest level.
Job Requirements
- 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
Job Qualifications
- 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
- Bachelor's degree or college diploma is advantageous
- 7+ years of related experience is advantageous
- 6+ years of managerial experience is advantageous
- Prior experience working in a timeshare ownership environment is advantageous
- Previous experience in a luxury resort setting is advantageous
- Familiarity with budgeting and operational reporting is advantageous
- CPR/First Aid certification is advantageous
- Bilingual in Japanese and English (read, speak, write) is advantageous
Job Duties
- 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
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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