Guest Services Director

Holiday Inn Club Vacations looks for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We’re looking for people like this to join our friendly, engaged, professional team.

POSITION SUMMARY
The Director of Guest Services is responsible for bringing the brand promise to life in all front-of-house service departments consisting of front desk, resort services, security and resort transportation at very large resorts with significant complexity and/or high volume with training centers. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience, transportation experience, and the quality of the talent bench generated from the Guest Services talent development program

SUPERVISORY RESPONSIBILITIES

• Directly supervises managers, and indirectly supervises all supervisors and front line
• Budget management of $7.4m (HOA and developer)
• May supervise or consult multiple locations in a geographic area

QUALIFICATIONS

• Advanced knowledge of timeshare regulations and HOA operations
• Demonstrated training/talent development in guest service related functions.
• Demonstrated exceptional personal service delivery and problem resolution skills.
• Demonstrated ability to anticipate, prevent and solve complex problems, and deliver consistently high-quality results in a fast paced setting.
• Demonstrated professional verbal and written communication and presentation skills.
• Driving record must qualify to drive company owned vehicles.

EDUCATION and/or EXPERIENCE

• High School Diploma or GED equivalent required. Four year college degree preferred.
• 8 years customer facing service/hospitality
• 5 years leading multilevel teams
• 3 years leading multiple business functions

CERTIFICATES, LICENSES, REGISTRATIONS

• CPR preferred