Front Desk Supervisor - Ocean Oaks Resort

Conduct that demonstrates commitment and dedication to our Spirit of Service culture and our company Values is expected at all times. Provides excellence in service while checking owners and guests in and out of the property and responding to inquiries regarding services following our brand standards throughout the duration of their stay. Follows up on any guest issues or concerns that may arrise. Provides leadership and guidance to team members throughout the shift.

What will I be doing?

As a Front Desk Supervisor you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards\:

·         Oversee the daily operation of the Front Office, including Front Desk Agents, Rooms Control, PBX Operators, Bellstaff and Gate Attendants.The Front Office Supervisor will be required to assist guests with check-in and out as well as giving support and assisting the Front Desk staff with any questions or guest situations.

·         Greet and welcome owners/guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Accept payment for guest accounts at check in and check out. Promote the Hilton Grand Vacation services and provide recognition and benefits to all present members.

·         Responsible for training and direction of new department Team Members. Ensure all Front Office quality standards are complied with and that all policies and procedures are consistently applied. Provide ongoing training and support to Front Desk Agents, Bellstaff, Gate Attendants, PBX Operators and Rooms Controllers.

·         Maintain a house bank and make a deposit and accurate report of receipts daily.

·         Supervise the front desk agents, ensuring the correct sequences of events for proper registration and check out of guests.

·         Assign specific tasks to subordinates relative to credit, missing addresses, registration cards, posting charges, and overall cleanliness and organization of the front desk. Post miscellaneous charges as requested.

·         Maintain a daily log of all guests’ opportunities with corrective action steps. Follow up on any unresolved situations in a timely manner and pass on appropriate information to other Manager/Supervisors for handling.

·         Follow-up on credit opportunities during each shift

·         Other duties as assigned by management.

·         Regular attendance in conformance with the standards, which may be established and revised by HGVC from time to time, is essential to the successful performance of this position.

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. 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\:

·         Ability to read, analyze and interpret complex documents. Ability to create and interpret business communications and reports. Minimally intermediate computer skills. At minimum basic mathematical skills.

·         Highly skilled in solving practical problems, using good judgment to deal with a variety of variables in guest and business situations. Excellent interpersonal and service skills. Ability to resolve conflict, think on their feet, influence and mentor others.

·         High school/GED

·         Prior related experience

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

·         Associate's Degree/College

·         Voice Certified

·         3+ Years of related experience

·         Prior management/supervisory experience

What will it be like to be a Team Member with Hilton Grand Vacations?

There’s something truly unique about Hilton Grand Vacations. The foundation of our culture has been about creating memorable experiences and making a positive impact within our industry and the communities in which we live and work. Our Team Members are the driving force behind these efforts. It is their talent, passion, and commitment to our brand that has fueled the success of Hilton Grand Vacations.

Hilton Grand Vacations develops, markets, and operates a system of brand-name, high-quality vacation ownership resorts in highly desirable vacation destinations. Our company also manages and operates two innovative club membership programs\: Hilton Grand Vacations Grand Vacations Club® and The Hilton Club®, providing exclusive exchange, leisure travel, and reservation services for more than 250,000 Club Members.