Front Office Manager

The Front Office Manager will manage, direct and coordinate all efforts of the front desk, night audit, telephone operations, bell services, and concierge / club services functions to ensure outstanding owner and guest services; and oversee front office systems, supplies inventory and scheduling.
Will also interview, train, supervise counsel and evaluate staff and follow-up on any guest or team member issues that may arise.
Commitment and dedication to our HGV Brand Standards and Our Service culture is an expected behavior to be displayed towards our guests, owners, and team members at all times.
Provide leadership and guidance to Front Office Staff ensuring consistent quality service is provided.
Why do Team Members Like Working for us: Salary Range: $55,000 - $60,000 annually Competitive base pay Benefits on day one Recognition Programs and Rewards Discounted Hilton hotel rates worldwide 401(k) program with company match Employee stock purchase program Paid Holidays, Sick days and Generous Paid Time Off Program Tuition reimbursement Numerous learning and career advancement opportunities Our dedication to excellence is recognized and celebrated by some outstanding accolades including a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list, and becoming a great place to Work® certified company, earning our 2022 certification.
Additional Responsibility: Act as Manager on Duty on occasion and respond to emergency calls Ensure all guest/owners are being treated in an efficient and courteous manner and that all Hilton Grand Vacation standards are being applied Ensure all Front Office quality standards are cooperative and that all policies and procedures are consistently applied Carries out reasonable requests of management Encourages a team spirit amongst staff members with leadership and guidance Communicates effectively both verbally and in writing to provide clear direction to staff.
Assigns and instructs front office and front desk agents in the details of work.
Observes performance and encourage improvement Uses creative leadership skills to resolve problems Manages desk through times of stress, emergencies resolves guests concerns, and implement resolutions by using discretion and sound judgement Greets customers immediately with a friendly and since welcome, uses positive and clear speaking voice, listens to and understands requests, issues, and situations from both guest and team members Manage day to day operations of the Front Office Responsible for actively building and retaining member, owner, and guest relations and acting as a mentor to team members in order to provide superior customer service Work closely with corporate and club reservations on yield management, rental and club programs, relocations and all resort room metrics Schedule and conduct staff meetings Complete bi-weekly payroll as needed Implement staff incentives for team members who go beyond expectations to reach department goals Completes all required Company training and compliance courses as assigned.
Prepares daily forecast of expected arrivals and departures Recruit, interview, train, and discipline direct report Provide assistance and support; and maintains a positive and professional working environment fulfill other duties as assigned Qualifications What are we looking for.
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We believe that at the core of our company’s success are our Team Members! To fulfill this role successfully, you have the following minimum qualifications and experience: Associate's Degree/College Diploma 2 years + Front Office experience 2 years + supervisory experience Excellent interpersonal and service skills Flexible work schedule It would be helpful in this position for you to demonstrate the following capabilities and distinctions: BA/BS/Bachelor's Degree Voice Certified 4 years + supervisory 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 essential job functions, and to receive other benefits and privileges of employment.
Please contact us to request accommodations.