Front Office Manager

Industry: Front Office

Company: Hilton Grand Vacations

Under general direction, the Front Office Manager will manage, direct and coordinate all efforts of the front desk, night audit, telephone operations, bell services, and concierge / club services functions to ensure outstanding owner and guest services; and oversee front office systems, supplies inventory and scheduling. Will also interview, train, supervise counsel and evaluate staff and follow-up on any guest or team member issues that may arise. Commitment and dedication to our HGV Brand Standards and Spirit of Service culture is an expected behavior to be displayed towards our guests, owners and team members at all times. Provide leadership and guidance to Front Office Staff ensuring consistent quality service is provided.

Here’s why you’ll love it here – We offer an excellent benefits package to our full-time Team Members that include:

• Salary Range: $55,000 – $60,000 annually
• Competitive base pay
• Benefits on day one
• Recognition Programs and Rewards
• Discounted Hilton hotel rates worldwide
• 401(k) program with company match
• Employee stock purchase program
• Paid Holidays, Sick days and Generous Paid Time Off Program
• Tuition reimbursement
• Numerous learning and career advancement opportunities

Our dedication to excellence is recognized and celebrated by some outstanding accolades including a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list, and becoming a great place to Work® certified company, earning our 2022 certification.

Additional Responsibility:

• Act as Manager on Duty on occasion and respond to emergency calls.
• Ensure all guest/owners are being treated in an efficient and courteous manner and that all Hilton Grand Vacation standards are being applied.
• Ensure all Front Office quality standards are compliant and that all policies and procedures are consistently applied.
• Encourages a team spirit amongst staff members with leadership and guidance.
• Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs front office and front desk agents in the details of work. Observes performance and encourages improvement.
• Uses creative management skills to resolve problems.
• Manages the front desk through times of stress, emergencies, resolves guests concerns, and implement resolutions by using discretion and sound judgement. Depending on the emergency, may be called in to assist after hours.
• Manage day to day operations of the Front Office.
• Responsible for actively building and retaining member, owner, and guest relations and acting as a mentor to team members to provide superior customer service.
• Work closely with corporate and club reservations on yield management, rental and club programs, relocations and all resort room metrics.
• Schedule and conduct staff meetings.
• Prepares daily forecast of expected arrivals and departures.
• Recruit, interview, train and discipline direct reports.
• Performs other related duties as assigned.

What are we looking for….

We believe that at the core of our company’s success are our Team Members!

To fulfill this role successfully, you have the following minimum qualifications and experience:

• High school diploma or equivalent
• 3-5 years of related experience
• 3+ years of management or supervisory experience
• Ability to read, analyze and interpret complex documents.
• Ability to create and interpret business communications and reports.
• Intermediate level of computer skills.
• At minimum, basic mathematical skills.
• Highly skilled in solving practical problems using good judgement to deal with a variety of variables in guest and business situations.
• Excellent interpersonal and service skills.
• Ability to resolve conflict, think on their feet, influence and mentor others.

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

• Associate’s Degree/College Diploma
• 5-7 years of related experience
• 4+ years of management or supervisory experience
• Voice Certified
• Prior experience in a resort/hotel or vacation ownership environment.
• Ability to read, write and converse in Japanese.

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 accommodations.