Asst Director Guest Services

Description

The Assistant Director’s mission is to ensure every interaction with owners and guests is unforgettable and delightful, from arrival to departure, working with a passionate team committed to excellence.

• Handle incidents and guest concerns promptly and professionally; alert management of serious issues.
• Ensure hospitality quality standards for members, owners, and guests on property and via telephone.
• Check in arriving guests and check out departing guests.
• Assist the Front Office Manager/Director with resort inventory management.
• Support adjustments to departmental policies and procedures.
• Perform Front Desk accounting transactions and balance end‑of‑day shift reports.
• Maintain vital hard copies of daily operation paperwork as needed.
• Coordinate with internal departments (PBX, Housekeeping, Engineering, Security) via phone or email.
• Verify pending arrival information, check rates, and prepare arrival packets with necessary materials.
• Complete Front Desk Agent checklist and conduct property and room inspections.
• Recommend development and corrective action plans to management.
• Carry out reasonable requests from management.
• Maintain a courteous, professional attitude when handling upset guests and difficult situations.
• Calculate discounts, commissions, percentages, and other figures accurately.

Requirements

• Minimum 1 year supervisory experience in a customer‑service environment.
• Minimum 1 year hotel industry experience.
• Demonstrate leadership qualities including integrity, professionalism, and confidentiality.
• Possess a high school diploma or equivalent.
• Exhibit strong interpersonal and communication skills, decision‑making ability, and capacity to lead others.
• Understand the collaboration between Housekeeping and Front Office operations.

Benefits

Hilton Grand Vacations is seeking an Assistant Director of Guest Services to join the team at Hilton Vacation Club in St. Augustine. This role offers opportunities for growth and advancement within a dynamic hospitality environment.

Hilton provides comprehensive health care options, travel discounts, an Employee Assistance Program, flexible PTO for managers and above, a culture that values work‑life balance, a 401(k) with company match, an employee stock purchase program, and various exclusive perks to enhance employee well‑being.

Training + Development

Interview process

Visa Sponsorship

Security clearance