Front Office Night Operations Manager
4 weeks ago
As a Front Office Night Manager at Hilton Grand Vacations, you will be responsible for overseeing the overall operation of the hotel during the night shift, ensuring guest satisfaction and safety. This role requires critical decision-making skills, excellent interpersonal communication, and a strong ability to work with various departments to maintain high standards of service and quality.
Key Responsibilities
- Execute night shift operations to ensure guest satisfaction and safety.
- Make critical decisions affecting guest satisfaction, hotel safety, and team member well-being.
- Provide exceptional interpersonal communication and liaison services between departments.
- Rotate through public areas to assess quality assurance measures and ensure guest experience.
- Address guest complaints and provide recovery solutions, identifying proactive measures to resolve potential issues.
- Motivate and recognize team members, handling guest issues and emergencies.
- Relieve front desk and night audit staff as needed, ensuring flexibility and adaptability.
- Coordinate training sessions to ensure HGV quality standards and policies are met.
- Inspect VIP rooms, greet, and escort VIPs, providing outstanding hospitality.
- Perform daily inspections and coordinate prompt responses to substandard areas.
- Assign vacant rooms to housekeepers and coordinate additional needs with the Guest Service Manager.
Requirements
- Associate's Degree or relevant experience.
- 3-5 years of related experience.
- 2+ years of supervisory experience.
Preferred Qualifications
- BA/BS Bachelor's Degree.
- 5-7 years of related experience.
- 2+ years of managerial experience.
- VOICE Certified.
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