Manager Front Office Night

Description - External

What will I be doing?

As a Front Office Night Manager you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:

• Responsible for the overall operation of the entire hotel during the night shift to ensure guest satisfaction and safety.
• Critical decision-making ability in the areas affecting the overall guest satisfaction, safety of the hotel, team members and guests.
• Always providing outstanding interpersonal communication as position is the key liaison between all departments to ensure the proper levels of communication, teamwork, and encouragement.
• Visible and interactive with guests/owners in all public areas to ensure the proper guest experience. Routinely rotates through each area of the resort, assessing quality assurance measures (cleanliness, attentiveness of staff, lighting, safety).
• Service and quality focused on owners/guests with any feedback, complaint, or disputes, providing immediate guest recovery solutions whenever possible. Seeks proactive measures to resolve any potential guest issues or barriers in service. Identify and consult with department management on suggestions for process improvements or guest service enhancements.
• Builds strong rapport with 3rd shift team members; motivate, recognize, and reward those exemplifying exemplary levels of service.
• Handles all 3rd shift guest issues and emergencies.
• Flexibility within function, skilled in and able to relieve front desk and night audit staff when necessary.
• Coordinates and conducts training sessions for incoming and existing employees of the resort staff to ensure that all HGV quality standards and policies are being met.
• Ensures all VIP rooms are inspected before arrival. Greets and escorts VIPs to their room/s.
• Provides outstanding hospitality to all guests of the resort, ensuring the needs of all customers are met and proper standards of conduct and efficiency are always followed.
• Performs daily inspections of all public areas and coordinates the prompt response to any substandard area to the appropriate department.
• Whenever a potential sell-out exists, employee will ensure that all vacant rooms are assigned to a Housekeeper for cleaning. Coordinates all additional needs with the Guest Service Manager.
• Carries out any reasonable request by management that he/she can perform.
  
  

We offer an excellent benefit package to our full-time Team Members that include medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits!

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• Associate's Degree/College Diploma/or relevant experience
• 3-5 years of related experience
• 2+ years of supervisory experience

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• BA/BS Bachelor's Degree
• 5-7 years of related experience
• 2+ years of managerial experience
• VOICE Certified

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.