Director of Guest Services - Ka Haku, a Hilton Club

Hilton Grand Vacations (HGV) is a prominent leader in the vacation ownership industry, known for its dedication to innovation, exceptional quality, and sustained growth. Operating premier resort environments across various attractive destinations, HGV provides an enriching experience for its Owners, Members, and Guests through thoughtfully designed vacation properties and outstanding customer service. As part of the Hilton family, the company emphasizes building a strong, diverse workforce that fosters a culture of excellence and work-life balance. HGV has been recognized with four out of five stars for its family-friendly workplace benefits and has been named one of Newsweek's "America's Greatest Workplaces for Parents & Families." The company values loyalty and exceptional service, which is reflected in the accolades earned over the past three decades by its dedicated Team Members across resorts, call centers, and corporate offices.

The Director of Guest Services at Hilton Grand Vacations plays a pivotal role in overseeing all Front Office operations to guarantee efficient, consistent, and highly responsive service delivery in a luxury resort setting. This leadership role is essential for maintaining the highest standards of guest interaction, team performance, and coordination among all guest-facing departments. The Director is responsible for ensuring that guests experience seamless and memorable stays by managing organized processes, effective communication, and reliable service across the Front Office. This position commands a salary range of $83,000 to $108,000 annually and is eligible for a corporate bonus, highlighting its significance within the organizational structure.

This role involves a broad scope of responsibilities including monitoring guest feedback, resolving service issues promptly, managing room inventory in partnership with Housekeeping and other departments, and leading team development efforts such as staffing, scheduling, performance management, and policy adherence. The Director also manages departmental budgets and operational resources to sustain efficient, predictable business performance while maintaining strong vendor relations to support operational needs.

The role demands strong leadership skills, organizational abilities, and a proactive problem-solving mindset to handle multiple priorities effectively in a structured, policy-driven hospitality environment. Clear and professional communication, collaboration with various departments, and proficiency in Microsoft Office applications are essential to succeed. The company values ongoing professional growth, offering numerous learning and advancement opportunities, as well as an excellent benefits package from day one. The Director of Guest Services benefits from access to comprehensive medical, dental, and vision insurance, a 401k plan with company match, life insurance, company stock purchase programs, and a generous Team Member Travel program with discounted rates at thousands of properties globally.

Joining Hilton Grand Vacations means becoming part of a team passionate about helping guests create unforgettable vacation memories. The company supports diversity and inclusion, providing accommodations for individuals with disabilities throughout the employment process. The culture at HGV empowers Team Members with a flexible paid time off plan for managers and above, recognition programs, financial wellness initiatives, and travel discounts—all fostering an engaging and rewarding work environment where excellence in guest services is celebrated and promoted.