Manager Front Office

Hilton Grand Vacations•New York, NY

13d•$70,000 - $74,000

About The Position

This role pays $70,000 to $74,000 on an annual basis. At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals. Why do team members like working for us: Competitive hourly base pay and positive team environment Daily Pay - get your earned pay any time before payday Discounted hotel rates worldwide 401(k) program with company match Employee stock purchase program Generous Paid Time Off Program and Paid Sick Time Recognition Programs and Rewards Tuition reimbursement Numerous learning and career advancement opportunities And more! 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. 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. Second language skills not required but a plus Effectively and consistently meets all timelines for submitting work requested by the Director of Guest Services, 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

Requirements

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

Nice To Haves

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

Responsibilities

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.
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.
Effectively and consistently meets all timelines for submitting work requested by the Director of Guest Services, 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