Asst Manager Guest Services

Company: Hilton Grand Vacations
Location: Kissimmee
Posted on: November 26, 2025

Job Description:

Job Description What will I be doing? The Asst Manager Guest Services assists and supports the Manager of Guest Services in supervising Front Office operations, which includes the daily supervision of guest service and team member support. They will assist implementing improvements to policies and operational systems in order to achieve outstanding service scores. They will be responsible for driving company success through performing the following tasks to the highest standards: Assists with carrying out departmental goals and initiatives for the Front Office division. Tracks and monitors progress of goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations, and decision-making powers for goal achievement. Along with the Director of Guest Services ensures that department operates in compliance of interpersonal, business, and financial regulations. In the absence of the Manager of Guest Services, leads the Front Office and Front Services teams, and supervises its functions, resources, and scheduling outputs including business and financial management, facilities, information and communications technology, and resources. Routinely monitors guest survey scores, requests and complaints, and resolution of issues as deemed necessary to provide excellence in service. Ensures consistency in daily communication, and monitors 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. Maintains human resource management practices that are carried out by team members which include performance management, and corrective action in partnership with the HR Business Partner. Maintains firm understanding of the established Collective Bargaining Agreement as it relates to the supervision and performance of the Department. Assists in the maintenance of department onboarding schedule for all team members and Hilton Grand Vacations front office managers in partnership with the HR Assist coordinating developmental plans for team members to ensure continued growth and success within the organization. Maintains relationships, contracts, compliance, and interface issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner. Performs other related activities as required. Responsible for the Owners Lounge Inventory for Food and Beverage Act as Manager on Duty and respond to emergency calls Responsible for lost and found department We offer an excellent benefit package to our full-time Team Members that include medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits! 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. 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: Strong leadership capability with the ability to empower, develop, and engage staff in a positive manner that produces business results. Demonstrates problem solving, analytical and conceptual skills Displays effective organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines and manage competing 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. 3 Years demonstrated ability at property 200 rooms 3-5 Years of Related Experience 3 Years of Managerial Experience It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Previous experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping. Timeshare ownership preferred Knowledge of economic and accounting principles and practices and analysis and reporting of financial data Experience in managing operations operating under a Collective Bargaining Agreement (CBA) BA/BS/Bachelor's Degree CPR/First Aid 7Years of related experience 6Years of director 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 crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. What will I be doing? Assists with carrying out departmental goals and initiatives for the Front Office division. Tracks and monitors progress of goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations, and decision-making powers for goal achievement. Along with the Director of Guest Services ensures that department operates in compliance of interpersonal, business, and financial regulations. In the absence of the Manager of Guest Services, leads the Front Office and Front Services teams, and supervises its functions, resources, and scheduling outputs including business and financial management, facilities, information and communications technology, and resources. Routinely monitors guest survey scores, requests and complaints, and resolution of issues as deemed necessary to provide excellence in service. Ensures consistency in daily communication, and monitors 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. Maintains human resource management practices that are carried out by team members which include performance management, and corrective action in partnership with the HR Business Partner. Maintains firm understanding of the established Collective Bargaining Agreement as it relates to the supervision and performance of the Department. Assists in the maintenance of department onboarding schedule for all team members and Hilton Grand Vacations front office managers in partnership with the HR Assist coordinating developmental plans for team members to ensure continued growth and success within the organization. Maintains relationships, contracts, compliance, and interface issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner. Performs other related activities as required. Responsible for the Owners Lounge Inventory for Food and Beverage Act as Manager on Duty and respond to emergency calls Responsible for lost and found department 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. 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: Strong leadership capability with the ability to empower, develop, and engage staff in a positive manner that produces business results. Demonstrates problem solving, analytical and conceptual skills Displays effective organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines and manage competing 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. 3 Years demonstrated ability at property 200 rooms 3-5 Years of Related Experience 3 Years of Managerial Experience It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Previous experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping. Timeshare ownership preferred Knowledge of economic and accounting principles and practices and analysis and reporting of financial data Experience in managing operations operating under a Collective Bargaining Agreement (CBA) BA/BS/Bachelor's Degree CPR/First Aid 7Years of related experience 6Years of director experience

Keywords: Hilton Grand Vacations, Kissimmee , Asst Manager Guest Services, Hospitality & Tourism , Kissimmee, Florida