What are the responsibilities and job description for the Manager Front Office (Non-Exempt) position at Hilton Grand Vacations?
What will I be doing?
As the Front Office Manager, you will be responsible for supervising and correcting the guest service levels being provided by Team Members on the same shift in the Front Desk, PBX, and Night Audit.
HERE'S WHY YOU'LL LOVE IT HERE! - We offer an excellent benefits package to our full-time Team Members that include:
Salary range: $30.53 - $32.28 per hour- 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 o 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 throughout our resorts, call centers and corporate offices.
Our Front Office Department operates 7 days per week、Full Availability including weekends and Holidays.
Additional Responsibilities Include:
- Ensure Quality Assurance Standards of Hospitality are provided to all guests and visitors on property and/or via telephone. Directly oversees and supervises Front Desk, Night Audit, and PBX Operators
- Check in/out guests, compute bills, collect payments, make change for guests and verify all guest information, i.e., additional keys, telephone calls and packages.
- Receive guest requests and/or complaints and ensure proper actions are taken by communicating with Housekeeping, Engineering and Security as needed via telephone and e-mail.
- Make, confirm and cancel reservations for owners/guests as well as answering inquiries pertaining to the resort amenities and services.
- Balance end-of-day shift reports and perform Quality Assurance Audit Checklist quarterly for Front Desk Agents.
- Able to perform all job duties of Front Desk Agent and assist with training the Front Desk Agents on policies, procedures, and job functions.
- Assist in all other related duties as assigned.
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We believe that at the core of our company’s success are our Team Members! To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- High School diploma or equivalent.
- Three (3) years of Customer Service/Front Desk service experience
- Proficient with computers (Microsoft Office) and the ability to learn new applications
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Two (2) years of related Lead/Supervisory experience.
- Experience in a union environment leading team members associated with a CBA (Collective Bargaining Agreement) highly preferred
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.
Salary : $31 - $32
