Manager PBX (Guest Services Phone Operator)

WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*

At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.

Here’s why you will love it here:

• Recognition Programs and Rewards
• Excellent health care options, including medical, dental, and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports your physical and mental well-being.
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• And more!

What Will I be Doing?

The Manager PBX is accountable for managing, advising and coordinating all efforts of the PBX functions to ensure outstanding owner and guest services. They act as a Manager on Duty occasionally and respond to emergency calls promptly. They maintain our firm commitment and dedication to Hilton values, always maintaining this behavior towards our guests and team members.

You are responsible for driving company success through performing the following tasks to the highest standards:

• Lead day to day operations. Determines and creates policies, procedures and manuals. Establishes objectives and goals for the team; plans, organizes and manages workflow.
• Supervise progress and completion of work assignments by PBX or Front Desk personnel.
• Ensure Quality Assurance Standard of Hospitality are provided to all members, owners, and guests on property and/or via telephone.
• Receive guest requests and/or complaints and ensure proper actions are taken by communicating with Housekeeping, Engineering, Security, and any other department as needed, via telephone, e-mail, or in person.
• Conduct recruitment of candidates, hiring process, training, coaching, performance evaluations and corrective action process as needed for accountability and standards of the department.
• Monitor inventory and perform tasks of inventory control.
• Assists with weekly scheduling and biweekly payroll for team members.
• Maintain vital hard copies of any paperwork/emails of daily operations, as needed.
• Compute billing charges, assist in collecting payments, refunds and guest service recovery as needed.
• Complete projects as assigned by management in addition to projects identified by their own proactivity.
• Train and empower team to ensure productivity.
• Monitors, assigns & assists reports with yearly, quarterly & monthly goals.
• Perform quality assurance audit checklist per standards and ensures we are meeting all requirements by correcting deficiencies and evaluating direct report’s performance.
• Investigates and resolves concerns and complaints with internal and external customers.
• Provides assistance and support; maintains a positive and professional working environment. Flexibility with schedule to cover shifts as needed.
• Completes all required Company trainings and compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs any and all other related duties as assigned or needed.

What Are We Looking For:

Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members.

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• High school/GED
• 1-3 years related experience
• 1 years supervisory experience
• Proficiency reading, writing and speaking in English
• Projects a cheerful and friendly tone of voice using detailed enunciation and transparency in speaking
• Understands switchboard procedures and demonstrates ability to operate system with minimal complaints
• Demonstrates precision in service quality standards that affect guest happiness, responding to guests in a timely and professional manner
• Able to work a flexible work schedule including night, weekends and holidays
• Prior high-volume switchboard experience
• Previous experience working in the hospitality industry

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

*Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.

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 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.