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Guest Services Supervisor

2 months ago

Honolulu, Hawaii, United States Hilton Grand Vacations Full time
What will you be responsible for?

The Guest Services Supervisor is responsible for ensuring a smooth and efficient process for guests arriving and departing from the resort, delivering exceptional levels of service throughout their stay. This role occasionally includes acting as the Manager on Duty and requires prompt responses to emergency situations. A strong commitment to our service culture is essential, as is the dedication to fostering positive interactions with both guests and team members.

Why you will appreciate working with us - We provide a comprehensive benefits package for our full-time Team Members, which includes:
  • Competitive Salary Range: $68,500 - $70,555 annually
  • Comprehensive Medical, Dental, and Vision insurance from Day One
  • Financial Wellness - 401k plan with company match, Life insurance, Company stock purchase program
  • Team Member Travel Program - enjoy discounted rates at remarkable properties worldwide
  • Generous Paid Time Off Program
  • Paid Sick Days
  • Team Member Recognition and numerous opportunities for learning and advancement
  • and more
We are proud to be recognized for promoting a culture of work-life balance and family-friendly benefits, earning accolades such as Newsweek's "America's Greatest Workplaces for Parents & Families." Our greatest achievement over the past 30 years has been the loyalty of our Owners, Members, and Guests, alongside the remarkable contributions of our dedicated Team Members.

Key Responsibilities:
  • Oversee the Front Office Operations, including the front desk, bell services, and valet, ensuring effective management of work outputs, financial aspects, facilities, and resources. Ensure timely completion of team member schedules and performance evaluations while maintaining compliance with all organizational regulations.
  • Facilitate communication with other departments to maintain room inventory and optimize revenue while meeting high guest expectations.
  • Monitor guest feedback, requests, and complaints, collaborating with relevant partners to resolve issues and uphold service excellence.
  • Implement and maintain a training program for the department, including onboarding for new team members. Ensure understanding of the Collective Bargaining Agreement in relation to team member supervision and performance.
  • Build and maintain relationships with business supporters and suppliers to ensure prompt handling of business needs and financial responsibilities.
  • Communicate effectively in English, both in writing and verbally. Proficiency in Japanese is a plus but not required.
  • Consistently meet deadlines for submissions requested by the Director of Guest Services, Resort Directors, and General Manager.
  • Collaborate with housekeeping and front office teams to ensure cleanliness and maintenance of common areas, guest rooms, and workspaces, prioritizing safety. Participate in guest room inspections.
  • Perform additional related tasks as assigned.
What qualifications are we seeking?

Hilton Grand Vacations is a leader in the vacation ownership sector, committed to innovation, quality, and growth. To excel in this role, candidates should possess the following qualifications:
  • High school diploma or equivalent
  • Over 2 years of managerial experience in a hotel, preferably in a front office role.
  • 3-5 years of relevant experience
  • Strong leadership skills with the ability to motivate, develop, and engage staff positively to achieve business results. Demonstrated problem-solving, analytical, and conceptual abilities.
  • Effective interpersonal skills, capable of prioritizing and managing multiple tasks and timelines within a small team environment.
  • Strong written and verbal communication skills, with the ability to build and maintain productive relationships and negotiate with various internal and external clients.
  • Flexibility to work evenings, weekends, and holidays as needed.
Preferred qualifications:
  • BA/BS/Bachelor's Degree
  • 5-7 years of relevant experience
  • More than 4 years of management or supervisory experience
  • CPR/First Aid certification
  • Previous experience in hotel/resort operations, particularly in the relationship between Front Office and Housekeeping. Experience in timeshare ownership is preferred.
  • Knowledge of economic and accounting principles, including financial data analysis and reporting.
  • Experience leading operations under a Collective Bargaining Agreement (CBA).
  • Fluency in Japanese (reading, speaking, writing) is advantageous.
We are an equal-opportunity employer and value diversity within our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to providing reasonable accommodations for individuals with disabilities to participate in the job application or interview process, perform essential job functions, and receive other employment benefits and privileges. Please reach out to us to request accommodations.