Manager Guest Experience

Job Type: Location Type: Not Specified

 

Job Description

We are seeking an experienced and guest-focused Guest Experience Manager to support the Front Desk Director in all areas of front office operations. This role plays a key part in creating exceptional guest experiences, maximizing operational resources, and upholding our “Spirit of Service” culture for owners, guests, and team members.

The ideal candidate is passionate about hospitality, proactive in problem-solving, and skilled at coordinating across departments to ensure seamless service delivery.

Here’s why you’ll love it here!

We offer an excellent benefits package to our full-time Team Members that include:

• Salary range: $60,000-$70,000
• Medical, Dental, and Vision insurance from Day One
• Financial Wellness – 401k plan with company match, Life insurance, Company stock purchase program
• HGV provides access to outstanding Team Member benefits, discount travel programs and much more! Join HGV to access these premier benefit programs today!
• Generous Paid Time Off Program
• Paid Sick Days
• Team Member Recognition and numerous learning and advancement opportunities
• 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.

Schedule Details:

The Front Office Department operates 24 hours a day, 7 days a week. Flexible to work morning and afternoon shifts, including weekends and holidays, based on business needs.

Additional Responsibilities Include:

• Serve as a front-of-house ambassador, delivering warm, attentive, and personalized service to all guests upon arrival and throughout their stay.
• Assist with room blocking, special requests, and proactive issue resolution at the point of contact.
• Act as the primary liaison between guests, internal departments, and external partners to ensure efficient and clear communication.
• Elevate the guest experience by coordinating cultural activities, social events, and service offerings with sensitivity and personalized attention.
• Support the Resort Leadership Team in improving workflows, enhancing service processes, and sustaining exceptional operational standards.
• Provide flexible support across the Front Office as business needs arise.
• Perform other related duties as assigned.

Qualifications

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We believe that at the core of our company’s success are our Team Members! To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• High School Diploma or GED
• 1+ years of related experience
• Strong problem-solving, analytical, and conceptual skills.
• Effective organizational skills with the ability to prioritize multiple tasks and meet deadlines.
• Excellent interpersonal and communication skills (verbal & written).
• Ability to build positive working relationships with internal and external stakeholders.
• 1+ year of managerial experience
• Flexible schedule, including weekends and holidays.

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

• Associate degree or higher.
• 5-7 years of relevant experience.
• Guest service operations or Timeshare ownership experience
• Japanese speaking, Writing and Reading

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.