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Night Shift Hotel Operations Manager
2 months ago
We are seeking a highly skilled and experienced Night Shift Hotel Operations Manager to join our team at Hilton Grand Vacations. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our hotel during the night shift, providing exceptional guest service, and driving business success.
Key Responsibilities- Hotel Operations: Oversee the overall operation of the hotel during the night shift, ensuring guest satisfaction and safety.
- Critical Decision-Making: Make critical decisions in areas affecting guest satisfaction, safety, and hotel operations.
- Interpersonal Communication: Provide outstanding interpersonal communication, serving as a key liaison between departments to ensure effective communication, teamwork, and encouragement.
- Guest Experience: Ensure a positive guest experience by being visible and interactive in public areas, assessing quality assurance measures, and providing immediate guest recovery solutions.
- Service and Quality: Focus on delivering exceptional service and quality to guests, addressing feedback, complaints, or disputes, and seeking proactive measures to resolve potential guest issues.
- Team Management: Build strong relationships with 3rd shift team members, motivating, recognizing, and rewarding those who demonstrate exemplary service.
- Emergency Response: Handle guest issues and emergencies during the night shift.
- Training and Development: Coordinate and conduct training sessions for resort staff to ensure HGV quality standards and policies are met.
- VIP Services: Ensure VIP rooms are inspected before arrival, greet and escort VIPs to their rooms, and provide exceptional hospitality to all guests.
- Quality Assurance: Perform daily inspections of public areas and coordinate prompt responses to any substandard areas.
- Room Assignment: Ensure all vacant rooms are assigned to housekeeping for cleaning and coordinate additional needs with the Guest Service Manager.
- Additional Responsibilities: Perform any reasonable requests by management that can be performed.
- Education: Associate's Degree/College Diploma or relevant experience.
- Experience: 3-5 years of related experience and 2+ years of supervisory experience.
- Desirable Qualifications: BA/BS Bachelor's Degree, 5-7 years of related experience, 2+ years of managerial experience, and VOICE Certified.
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We value diversity and are an equal opportunity employer, providing a positive and inclusive work environment for all team members.
