Job Description

Job Description

The Front Office Manager is accountable for the effortless and seamless movement of guests in and out of the resort, providing outstanding levels of guest service throughout the guests’ entire stay. They act as a Manager on Duty occasionally and respond to emergency calls promptly. They maintain our firm commitment and dedication to our service culture and always maintain this behavior towards 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: $68,500 - $70,555 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!

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members, and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members. 

Additional Responsibilities:

• Supervise the activities of the Front Office Operations including the front desk, bell, and valet, which include its work outputs, financial management, facilities, and resources. Ensures the timely completion of team member work schedules, and performance appraisals. Maintains compliance with organizational, business, and financial regulations.
• Coordinates communication of activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest’s expectations.
• Monitors guest survey scores, requests, and complaints, and collaborates with appropriate partners to resolve issues as deemed necessary to provide excellence in service.
• Maintains and performs department training program and onboarding schedule for new team members. Maintains a firm understanding of the established Collective Bargaining Agreement as it relates to the supervision and performance of HHV-VO team members. Coordinates the development of performance plans for team members to ensure their continued growth and success within the department.
• Maintains relationships, contracts, compliance, and interfaces issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled promptly.
• Communicates effectively in English in writing as well as verbally. Japanese language speaking skills not required but a plus
• Effectively and consistently meets all timelines for submitting work requested by the Director of Guest Services, Resort Directors, and General Manager
• Works with housekeeping and front office to ensure common areas, guest rooms, and work areas are clean, neat, and well maintained and with safety in mind. Participate in guest room inspections
• Performs other related activities as requested

What are we looking for?

Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. 

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

• High school graduate or equivalent
• More than 2 years of managerial experience in a hotel, preferably in a Front office capacity.
• 3-5 years of related experience
• Strong leadership capability with the ability to motivate, develop, and engage staff in a positive manner that produces business results. Demonstrates problem-solving, analytical and conceptual skills.
• Displays effective interpersonal skills, including the ability to effectively prioritize and handle multiple tasks and timelines and lead challenging priorities within a small team environment.
• Strong written and oral interpersonal communication skills with the ability to build and maintain productive working relationships and negotiate with a range of internal and external clients.
• Able to work a flexible schedule including evenings, weekends, and holidays

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

• BA/BS/Bachelor's Degree
• 5-7 years of related experience
• More than 4 years of management or supervisory experience
• CPR/First Aid
• Previous experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping. Timeshare ownership is preferred.
• Knowledge of economic and accounting principles and practices, analysis and reporting of financial data.
• Experience in leading operations operating under a Collective Bargaining Agreement (CBA).
• Fluent in Japanese language (read, speak, write)

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

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

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