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 the overall business and management of Front Office operations, supervising daily guest service and team member support while collaborating with the Resort Leadership Team to improve policies, achieve outstanding service scores, and meet annual business goals. Key responsibilities include developing and implementing critical Front Office initiatives, leading the Front Office and Front Services teams, and managing budgeting, financial reporting, and forecasting. Additional duties involve supervising guest survey handling and complaint resolution, establishing HR practices such as recruitment and performance management, coordinating onboarding and development plans, maintaining vendor relationships and compliance, and collaborating with senior leadership on financial sustainability. • Oversee Front Office operations, including guest service supervision and team support. • Develop and implement policies and initiatives to improve service scores and achieve annual business goals. • Manage budgeting, financial reporting, and forecasting to ensure sustainability. • Lead and schedule Front Office and Front Services teams, addressing guest surveys, requests, and complaints. • Establish HR practices: recruitment, performance management, corrective actions, and onboarding. • Coordinate development plans and training for team members and managers. • Maintain vendor contracts, compliance, and timely financial responsibilities. • Collaborate with senior leadership on financial recommendations and forecasts. • Ensure compliance with interpersonal, business, and financial regulations.

Key Responsibilities

• ▸front office
• ▸guest services
• ▸budget management
• ▸financial forecasting
• ▸hr management
• ▸vendor compliance

What You Bring

Candidates must have at least five years of guest services experience, four years in a supervisory role, a high school diploma or equivalent (Bachelor’s degree preferred), and the ability to work flexible hours. Strong leadership, problem‑solving, analytical, and communication skills are essential, along with experience in hotel/resort operations, knowledge of accounting principles, and the ability to manage operations under a collective bargaining agreement. Additional assets include fluency in Japanese, timeshare ownership experience, and CPR/First Aid certification. • Minimum 5 years guest services experience and 4 years supervisory experience. • High school diploma or equivalent; Bachelor’s degree preferred. • Ability to work flexible schedules, including nights, weekends, and holidays. • Strong leadership, problem‑solving, analytical, and communication skills. • Experience in hotel/resort operations, especially Front Office and Housekeeping interaction; timeshare experience a plus. • Knowledge of economic and accounting principles, financial analysis, and reporting. • Experience managing operations under a Collective Bargaining Agreement. • Fluency in Japanese (reading, speaking, writing) preferred. • CPR/First Aid certification.

Requirements

• ▸guest services
• ▸supervisory
• ▸bachelor’s
• ▸accounting
• ▸japanese
• ▸cpr

Benefits

Hilton Vacation Club offers a comprehensive benefits package for full‑time team members, including medical, dental and vision coverage, a 401(k) plan with company match, life insurance, a stock purchase program, a travel program with discounted rates, generous paid time off, sick days, employee recognition, and numerous learning and advancement opportunities. The resort operates seven days a week, requiring flexibility in scheduling for this leadership position. Hilton Grand Vacations 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 stock purchase program. • Team Member Travel Program with discounted rates at global properties. • Generous paid time off and sick days. • Employee recognition programs and learning & advancement opportunities.

Work Environment

Office Full-Time