Director Guest Services

An amazing opportunity to join the 845 suite Historic Powhatan Resort, a Hilton Vacation Club, located on 256 lush, landscaped acres in Williamsburg Virginia. We encourage you to join our service-oriented team-member family where we strive every day to ensure our owners, members and guests can create wonderful vacation memories, while building our own hospitality skills to grow our career within Hilton Grand Vacations.

Currently seeking team members who are passionate about building lasting vacation memories for owners/guests visiting our resort properties! Are you someone whose service orientated, courtesy, wanting to ensure our owners/guests receive the highest standards of quality of beverage, food and service.

The Director of Guest Services is responsible for the overall management of the Front Office operations. The position works with the Resort Leadership Team to develop and implement improvements to policies and operational systems to achieve outstanding service scores; maintain proper budget allocation to improve business sustainability; and identify opportunities that better equip the organization to achieve its established annual business goals.

What Will I Be Doing?

• Manage, direct, and coordinate all efforts of the front desk, reservations, night audit, telephone operations, bell, and concierge/club services functions to ensure outstanding owner and guest services.
• Manages the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided.
• Oversees and determines the resolution of problems arising from owner/guest concerns with a commitment to satisfying every guest/owner.
• Reports on any unresolved problems to the Resort Director.
• Manages and accounts for the accurate collection of monies due to the property.
• Manages night audit activity and the preparation of weekly accounting reports ensuring property operations meet internal audit standards. Ensures the provision of special services to owners and guests.
• Manages personnel functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay and recognition.
• Maintains a positive cooperative work environment between staff and management.
• Help develop management talent by acting as a mentor for direct reports.
• Promote team member empowerment.
• Ensure team members fully understand performance standards, uniforms, and appearance standards.
• Monitors payroll hours and reports.
• Attend management meetings and conduct departmental meetings.
• Routinely inspects department to ensure that equipment is in proper working condition and supplies are stocked. Serves as liaison with the rental and sales departments.
• Assists with owner and guest activities and recreation as required by management.
• Manages key control procedures.
• May be required to do other duties and special projects as assigned by the Resort Director.
• Regular attendance in conformance with the standards, which may be established and revised by HGVC (Hilton Grand Vacations Club) from time to time, is essential to the successful performance of this position.
• Carries out reasonable requests from management.
  
  

What Are We Looking For?

• High School Diploma or Equivalent
• 4 plus years’ management experience with direct reports
• 5-7 years related experience, preferably within Hospitality / Hotel
• Strong leadership capability with the ability to motivate, develop, and engage staff positively produces business results.
• Demonstrates problem solving, analytical and
• conceptual skills.
• Displays effective organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines and manage competing priorities within a small team environment.
• Strong written and oral interpersonal communication skills to build and maintain productive working relationships.
  
  

Preferred Qualifications

• BA/BS Degree
• 7 plus years’ management experience with direct reports
• 6 plus years’ related experience, preferably within Hospitality / Hotel
• Voice Certified
• CPR/First Aid Certified
• Previous Director Level experience
• Previous experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping. Timeshare ownership preferred.
• Knowledge of economic and accounting principles and practices, analysis and reporting of financial data.
  
  

Why Do Team Members Like Working For Us

• Day 1 Benefit Eligibility
• Competitive base pay
• Recognition Programs and Rewards
• Discounted travel programs
• 401(k) program with company match.
• PTO, 10 Paid Holidays per year plus 2 floating
• Paid Sick Days
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities