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Guest Services Supervisor

2 months ago

Hilton Head, South Carolina, United States Hilton Grand Vacations Full time

Position Title: Front Desk Supervisor

Job ID: FRO001812

Department: Resort Operations

Category: Guest Services/Operations

Shift: Full Availability

Location: Hilton Head Island, SC

Property: Ocean Oak Resort By Hilton Grand Vacations Club

Job Overview:

We are currently looking for dedicated individuals who are enthusiastic about creating unforgettable vacation experiences for our guests and owners at our resort properties.

As a Front Desk Supervisor, your primary responsibilities will include:

  • Overseeing the daily operations of the Front Office.
  • Assisting guests with check-in and check-out processes while providing support to Front Desk staff in addressing inquiries and guest concerns.
  • Welcoming owners and guests upon their arrival.
  • Registering guests in the system, confirming reservations, and verifying personal and payment information.
  • Promoting Hilton Grand Vacations services and ensuring all members receive their recognized benefits.
  • Training and guiding new team members within the department.
  • Ensuring compliance with Front Office quality standards and consistent application of policies and procedures.
  • Providing continuous training and support to the team.
  • Managing a house bank and accurately reporting daily receipts.
  • Supervising the registration and check-out processes to ensure accuracy.
  • Assigning specific tasks to team members related to guest services and maintaining the organization of the front desk area.
  • Documenting and addressing guest opportunities with corrective actions.
  • Following up on unresolved issues promptly and communicating necessary information to other management personnel.
  • Monitoring credit opportunities during each shift.
  • Performing additional duties as assigned by management.

Regular attendance is essential for the successful execution of this role, in accordance with company standards.

Benefits:

We offer a comprehensive benefits package for our full-time team members, which includes medical, dental, and vision insurance, a 401K plan, a Paid Time Off (PTO) program, and exceptional travel benefits.

Qualifications:

To be successful in this role, candidates should possess the following qualifications:

  • High school diploma or GED.
  • Relevant prior experience.
  • Ability to read, analyze, and interpret complex documents.
  • Strong communication skills for business correspondence and reporting.
  • Basic mathematical proficiency.
  • Proficient in problem-solving and exercising good judgment in various guest and business scenarios.
  • Excellent interpersonal and customer service skills.
  • Capability to resolve conflicts, think critically, and mentor team members.

Preferred qualifications include:

  • Associate's Degree or higher.
  • Voice Certification.
  • 3+ years of relevant experience.
  • Prior management or supervisory experience.

We are committed to providing reasonable accommodations for individuals with disabilities throughout the application and interview process, as well as during employment.