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    Guest Service Manager - Honolulu, United States - Hilton Grand Vacations

    Hilton Grand Vacations
    Hilton Grand Vacations Honolulu, United States

    3 weeks ago

    Hilton Grand Vacations background
    Description
    Job Description


    The Guest Experience Manager is responsible for assisting the Director of Guest Services in all facets of the property operation by maximizing all resources to ensure outstanding customer service and guest satisfaction while meeting financial goals.

    Commitment and dedication to our Spirit of Service culture is an expected behavior that is always to be displayed toward our guests and team members.

    Here's why you'll love it here

    We offer an excellent benefits package to our full-time Team Members that include:


    • Salary Range: $63,000 - $65,000 annually
    • Medical, Dental, and Vision insurance from Day One
    • Financial Wellness - 401k plan with company match, Life insurance, Company stock purchase program
    • Team Member Travel Program - enjoy discounted rates at incredible properties around the globe
    • Generous Paid Time Off Program
    • Paid Sick Days
    • Team Member Recognition and numerous learning and advancement opportunities
    * and more


    Additional Responsibilities Include:

    • Be outwardly visible and interact with the guests/owners in all public areas to ensure a proper guest experience.
    • Build a strong rapport with team members in each department, and strive to educate, motivate, recognize, and reward those who exemplify high levels of service.
    • Routinely rotate through each area of the resort to assess quality assurance measures: cleanliness, attentiveness of staff, and any engineering needs.
    • Track all guest issues and complaints, maintain updated information, and provide immediate guest recovery solutions.
    • Take proactive measures to resolve any potential guest issues or challenges in service.
    • Ensures that all VIP rooms are inspected before arrival. Greet and escort VIP(s) to the room.
    • Attend all department pre-shift meetings to ensure proper communication of pertinent guest issues to include occupancy levels, groups/owners in house, guest feedback, process reviews, and any necessary interdepartmental information.
    Qualifications

    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.

    To fulfill this role successfully, you possess the following minimum qualifications and experience:


    • High School Diploma or Equivalent
    • Ability to fluently speak English and Japanese
    • Prior experience in the Hospitality industry
    • Exhibits a professional demeanor, business savviness, and strong public relations skills
    • Able to work flexible schedules including mornings, evenings, weekends, and holidays
    It would be helpful in this position for you to demonstrate the following capabilities and distinctions:


    • BA/BS/Bachelor's Degree
    • Prior hospitality management experience
    • 1-3 years of related experience
    • 1+ year(s) of management/supervisory experience
    • Front Office and Housekeeping experience
    • Ability to speak, write and read both English and Japanese
    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, perform essential job functions, and to receive other benefits and privileges of employment.

    Please contact us to request accommodation.
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