Job Details

Assistant Manager 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 Assistant Manager of Guest Services assists and supports the Director of Guest Services in overseeing Front Office operations, which includes the daily supervision of guest service and team member support. They will assist the Director of Guest Services to implement improvements to policies and operational systems in order to achieve outstanding service scores.

What Will I Be Doing:

• Assists the Director of Guest Services with driving departmental goals and initiatives for the Front Office division. Tracks and monitors progress of goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations, and decision-making powers for goal achievement. Along with the Director of Guest Services ensures that department operates in compliance of organizational, business, and financial regulations.
• In the absence of the Director of Guest Services, leads the Front Office and Front Services teams, and oversees its functions, resources, and scheduling outputs including business and financial management, facilities, information and communications technology, and resources.
• Routinely monitors guest survey scores, requests and complaints, and resolution of issues as deemed necessary to provide excellence in service. Ensures consistency in daily communication, and monitors activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenue while maintaining high levels of guest's expectations.
• Maintains human resource management practices that are performed by direct reports which include performance management, and corrective action in partnership with the HR Business Partner. Maintains firm understanding of the established Collective Bargaining Agreement as it relates to the supervision and performance of Hilton Grand Vacations team members.
• Assist in coordinating developmental plans for team members to ensure continued growth and success within the organization.
• Maintains relationships, contracts, compliance, and interface issues with the operation's business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
• Performs other related activities as required.

What Are We Looking For?

• High School Diploma or Equivalent
• 3 plus years' management experience with direct reports
• 3-5 years related experience, at property 500+ rooms
• Strong leadership capability to include empower, develop, and engage staff positively produces business results.
• Demonstrates problem solving, analytical and conceptual skills.
• Displays effective organizational skills, including effectively prioritizing and leading multiple tasks and meet target dates while handling opposing priorities within a small team environment.
• Strong written and oral interpersonal communication skills with the ability to build and maintain productive working relationships and negotiate with a range of internal and external clients.

Preferred Qualifications:

• BA/BS Degree
• 7 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