Job Description

Join our team as a Director of Guest Services at the stunning Cancun Resort Las Vegas. Your mission will be to guarantee that every interaction with our esteemed owners and guests is an unforgettable and delightful experience - right from the moment they set foot on the property until they leave. Don't miss out on the opportunity to be a part of a dynamic and passionate team committed to excellence.

As the Director of Guest Services, your role is crucial for driving the success of our resort. You will be a hands-on leader responsible for completing your duties in alignment with our service culture. To ensure that our operations are conducted efficiently and effectively, it is essential that you possess the necessary expertise and professionalism. By doing so, you will help us maintain our position as a customer-focused organization and contribute to our continued growth.

Here’s why you will love it here

• Enjoy exceptional benefits, including comprehensive health care options starting day 1, a Travel Discounts Program with hotel rates worldwide, and an Employee Assistance Program that supports your well-being.
• Take advantage of numerous learning and advancement opportunities to fuel your professional growth.
• The company offers a Flexible PTO plan for managers and above that provides employees with ample time off to rest, recharge, and spend quality time with their loved ones.
• Benefit from a company culture that values work-life balance and family-friend
• Comprehensive 401(k) program with company match contributions to help secure your financial future.
• Exclusive employee stock purchase program, allowing you to invest in your future while benefiting from company growth.
• Additionally, a range of exclusive perks is available to enhance your overall employee experience and well-being.

Key Responsibilities

• Oversee the day-to-day operations of the Guest Services department, ensuring the highest level of service and guest satisfaction.
• Develop and implement strategies to enhance the guest experience and exceed expectations.
• Develop and manage departmental budgets, ensuring financial targets are met.
• Stay informed about current industry trends and successful strategies to foster innovation and maintain a competitive edge.
• Monitors payroll hours and reports.
• Attends management meetings and conducts departmental meetings.
• Represent resort on the Front Office Cluster meetings as well as the global calls set by HGV.
• Assists with owner and guest activities and recreation as required by management.
• Lead in the resolution of escalated guest concerns and service recovery situations.
• Maintain readiness for audits, QA inspections, and brand standards.
• Investigate operational issues affecting guests and implement sustainable solutions to prevent recurrence.
• Collaborate with other departments to resolve operational challenges and improve processes.
• Recruit, train, coach, and develop team members.
• Build team engagement through recognition, communication, and development initiatives.
• May be required to do other duties and special projects as assigned by the Asst. General Manager and/ or Resort General manager.

What are we looking for?

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

• High School Diploma
• Minimum 5 years of managerial experience
• Minimum of 7 years of direct front desk or front office operations experience in a hospitality environment, with proven supervisory experience
• Prior cash handling and computer experience required
• Previous experience in a Mid-Volume hotel setting
• First Aid/AED and CPR certification

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Bachelor's Degree
• Prior management experience
• Timeshare industry experience

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, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Key Responsibilities

• Oversee the day-to-day operations of the Guest Services department, ensuring the highest level of service and guest satisfaction.
• Develop and implement strategies to enhance the guest experience and exceed expectations.
• Develop and manage departmental budgets, ensuring financial targets are met.
• Stay informed about current industry trends and successful strategies to foster innovation and maintain a competitive edge.
• Monitors payroll hours and reports.
• Attends management meetings and conducts departmental meetings.
• Represent resort on the Front Office Cluster meetings as well as the global calls set by HGV.
• Assists with owner and guest activities and recreation as required by management.
• Lead in the resolution of escalated guest concerns and service recovery situations.
• Maintain readiness for audits, QA inspections, and brand standards.
• Investigate operational issues affecting guests and implement sustainable solutions to prevent recurrence.
• Collaborate with other departments to resolve operational challenges and improve processes.
• Recruit, train, coach, and develop team members.
• Build team engagement through recognition, communication, and development initiatives.
• May be required to do other duties and special projects as assigned by the Asst. General Manager and/ or Resort General manager.

What are we looking for?

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

• High School Diploma
• Minimum 5 years of managerial experience
• Minimum of 7 years of direct front desk or front office operations experience in a hospitality environment, with proven supervisory experience
• Prior cash handling and computer experience required
• Previous experience in a Mid-Volume hotel setting
• First Aid/AED and CPR certification

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Bachelor's Degree
• Prior management experience
• Timeshare industry experience

What makes Hilton Grand Vacations unique?

There’s nothing more rewarding than creating lifelong memories, for yourself and for others. And that’s what you’ll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do. As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we’re dedicated to recognizing, rewarding and supporting every achievement, however big or small. It’s all part of making incredible memories, together.

Find your path in a career that really matters, where you’ll truly belong. Join our growing, innovation-driven team today.