Director Guest Services

About the Role

Join the team at Hilton Vacation Club in St. Augustine as the Director of Guest Services. This role oversees all Front Office operations, including daily supervision of guest service and team member support, and collaborates with the Resort Leadership Team to enhance policies, systems, and budget allocation to meet annual business goals. The Director leads the Front Office and Front Services teams, managing resources, financial performance, technology, guest surveys, and compliance, while also directing human‑resource practices, onboarding, staff development, supplier relationships, and the annual budgeting and forecasting process. • Develop and implement Front Office initiatives aligned with strategic goals and clear policies • Lead Front Office and Front Services teams, overseeing resources, scheduling, financial performance, technology, and guest survey management • Ensure compliance with interpersonal, business, and financial regulations • Manage recruitment, performance management, corrective action, and onboarding in partnership with HR • Coordinate development plans and onboarding for team members and managers • Maintain supplier contracts and relationships to meet business and financial responsibilities • Drive financial planning, budgeting, reporting, and forecasting to achieve sustainability and meet annual targets

Key Responsibilities

• ▸front office
• ▸team leadership
• ▸financial planning
• ▸technology management
• ▸guest surveys
• ▸compliance

What You Bring

Candidates must have at least five years of guest‑services experience and four years in a supervisory role, a high school diploma or equivalent, and strong leadership, problem‑solving, and communication skills. Preferred qualifications include hotel or resort operations experience, knowledge of economic and accounting principles, experience with collective bargaining agreements, fluency in Japanese, a bachelor’s degree, and CPR/First Aid certification. • Minimum 5 years guest services experience and 4 years management/supervisory experience • High school diploma or equivalent; flexible schedule availability including nights, weekends, and holidays • Strong leadership, problem‑solving, analytical, and conceptual skills; ability to empower and develop staff • Excellent written and oral communication; ability to build productive internal and external relationships • Preferred: hotel/resort operations experience, timeshare ownership, economic/accounting knowledge, CBA management, Japanese fluency, BA/BS degree, CPR/First Aid certification

Requirements

• ▸guest services
• ▸supervisory
• ▸high school
• ▸leadership
• ▸problem‑solving
• ▸japanese

Benefits

Hilton Vacation Club offers a comprehensive benefits package for full‑time team members, featuring medical, dental, and vision coverage, a 401(k) plan with company match, life insurance, and a company stock purchase program, as well as travel discounts, generous paid time off, sick days, and numerous recognition and development opportunities. The resort operates seven days a week, requiring flexible scheduling that includes mornings, evenings, weekends, and holidays. Hilton Vacation Club is an equal‑opportunity employer that values diversity and provides reasonable accommodations for individuals with disabilities throughout the application and employment process. • Medical, dental, and vision insurance • 401(k) plan with company match, life insurance, and company stock purchase program • Team Member Travel Program with discounted rates at global properties • Generous paid time off program • Paid sick days • Team Member recognition and learning/advancement opportunities

Work Environment

Office Full-Time