Job Description

Orchestrate and expedite the registration and check out process at the Front Desk. Assist with the oversight of the daily Front Desk operation. Commitment and dedication to our Spirit of Service culture is an expected behavior to be displayed towards our guests and team members at all times.


Here's why you will love it here:

Recognition Programs and Rewards Excellent health care options, including medical, dental, and vision A people-first culture Go Hilton: Travel Discounts Program Hilton hotel rates worldwide. Perks at work: Employee Pricing platform Employee Assistance Program that supports your physical and mental well-being. Paid Vacation Time and Paid Sick Days 401(k) program with company match Tuition reimbursement programs Numerous learning and advancement opportunities And more! Monitor/oversee check in and check out processes to ensure a smooth operation. Respond to guest inquiries, requests, and complaints in a timely manner. Resolve escalated guest issues when Guest Service Agents are unable to do so. Promote hotel services, amenities and upsell opportunities. Supervise, coach and support the Guest Service Agents. Responsible for training and direction of new department team members. Ensure all Front Office quality standards are compiled with, and all policies and procedures are consistently applied. Monitor compliance with cash handling and credit card procedures. Ensure staff proficiency in the PMS and other front office tools. Maintain a house bank and make a deposit and accurate report of receipts daily. Assign specific tasks to front desk agents related to credit, missing addresses, 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. Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now. Completes all required Company training/compliance courses assigned. Adheres to Company standards and maintains compliance with all policies and procedures. Performs other related duties as assigned.

Required Qualifications

Strong understanding of front office operations, reservations and billing. Familiarity with the PMS, POS and related software. Strong customer service skills. Basic understanding of accounting procedures (cash handling, reconciliation, audits). Excellent verbal and written communication skills to include the ability to respond effectively to sensitive inquiries or complaints. Problem solving and conflict resolution skills. Time management skills to handle multiple tasks and priorities. Computer proficiency (MS Office, Email, PMS) Ability to maintain confidentiality and handle sensitive information appropriately. Must be flexible to work a varied schedule.
HGV was awarded four out of 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.




We offer an excellent benefit package to our full-time Team Members that include Day One medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits!


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.