Job Description

We are seeking a Guest Reception Supervisor to join our team that offers a fun, encouraging environment with the best training and generous benefits.

In this role we will provide support to the team on how to deliver outstanding levels of guest service both internally and externally as well as always encouraging a positive working environment.

This role will be responsible for the recruiting and selection of talent, onboarding, training, performance management, mentor and counseling, scheduling and recognition.

Why Team Members Like Working for us:

• Driven earnings package (commissions & annual bonus)
• Excellent health care options (medical, dental, and vision)
• 401(k) with Employer matching and Employee Stock Purchase Program
• Paid Time Off (PTO) that allows for rest, relaxation or recuperation.
• Tuition Reimbursement
• Our Go Hilton Team Member Travel Program offers Team Member and family travel discounts
• Perks at Work Discount Program
• So much more!

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.

Responsibilities:

• Partners with Sales & Marketing Management to ensure the Hilton core value of Hospitality is being maintained in all customers facing interactions and between the Sales and Marketing teams.
• Interview, select and train (initial and continual) of all Guest Services Team Members. Cross trains all new Team Members on Standard Operating Procedures (SOPs) and processes. Along with mentor, counseling and performance management including drafting documentation when vital.
• Ensuring all shifts are covered daily, scheduling and task assignments. Monitors Team Members PTO requests and partners with Business Manager to advise of any changes/concerns Tracks attendance.
• Assists in gift preparation, reconciliation and administration. Responsible for cash and voucher bank. Issues cash and premiums as vital for all sites.
• Manage tasks which include greeting and seating guests, identifying and contacting the Sales Executive on point, generating the tour sheet, and printing and completing gift receipts. Monitors and maintains Sales Gallery, Sales Executive rotation, and other related policies and procedures at the Front Desk.
• In control of opening/closing of the Sales Gallery, assists Team Members in their duties (as needed) and inspects maintenance of the Gallery, Gifting offices and Kids Clubs.
• Maintains close working relationship with Team Members, internal customers and outside vendors, attending to the maintenance of overall department efficiency.

Qualifications:

Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. We believe that at the core of our company’s success are Team Members! To fulfill this role optimally, you must possess the following minimum qualifications and experience:

• 2+ years of supervisory experience
• 2+ years of guest or customer service experience
• Proficiency (reading, writing, speaking) in English
• Excellent communication skills, verbal and written
• Able to work a flexible work schedule including night, weekends and holidays
• High school diploma or equivalent
• It would be conducive in this position for you to demonstrate the following capabilities and distinctions:
• 2+ years or more in guest service in a branded hotel or in a customer service area
• Ability to support other teams through leadership, resolving conflict and sophisticated issues
• BA/BS/bachelor’s degree