Support Services Manager

The Support Services Manager provides on-site supervision with the day-to-day operations of the Sales Gallery. They serve as a positive example to the Support Services team and ensures that the Sales Gallery Team provides quality guest service and assistance to Guests. 
Here's why you'll love it here! 
We offer an excellent benefits package to our full-time Team Members that include:

• Salary range: $60,000 - $80,000 per year
• Medical, Dental, and Vision insurance from Day One
• Financial Wellness - 401k plan with company match, Life insurance, Company stock purchase program
• Team Member Travel Program - enjoy discounted rates at incredible properties around the globe
• Generous Paid Time Off Program
• Paid Sick Days
• Team Member Recognition and numerous learning and advancement opportunities
• and more!

Schedule Details:
Our Sales Gallery operates 7 days per week. 
Additional Responsibilities Include:

• Provides high level of customer service through warm welcome and guest happiness. Maintains a positive demeanor while on property and represents Hilton Grand Vacations in a professional manner at all times.
• Handles incoming telephone calls and provides responses to inquiries. Responsible for handling sophisticated Customer complaints in person and over the phone.
• Ensures tours are entered in system in a timely manner. Identifies and assigns tour guests to the Sales Team per the rotation accurately. Provides the Sales Team with general information regarding the tour guests.
• Develops professional relationships with resort operations, sales and marketing, and adheres to protocol established by these departments.
• Collaborates with management to review and improve desk operations & efficiency.
• Helps to maintain and improve good work relations with customers, employees, and management.
• Builds and maintains internal operating procedures for Support Services to ensure consistent practices and use for training purposes.
• Supervises post gifting receipts and gift vouchers.
• Monitors housekeeping & overall maintenance needs of the Sales Galleries and reports issues to the appropriate contact.
• Reconciles premium inventory on a daily/monthly basis. Submits orders for miscellaneous items (cleaning supplies, food/beverage, etc.), using appropriate HGV system.
• Provides leadership, mentorship, supervision, and training to Sales Gallery Coordinators and Leads.
• Conducts interviews with Candidates and actively participates in the hiring process.
• Ensures that Coordinators provide quality guest service.
• Conducts educational, motivational and/or training meetings for department team members. Assists with communication and implementation of new or revised Sales Gallery Coordinator programs and initiatives.
• Manages timesaver for payroll and schedules work assignments to ensure adequate coverage and PTO coverage.
• Coaches Coordinators on performance required of the position and offers feedback for improvement. Completes Team Member documentation related to performance, attendance, behavior and delivers to the Team Member.
• Attends all required meetings and training sessions within the Department as well as with Sales and Marketing Leaders.
• Assists and supports Management, as advised.
• Additional duties assigned by Management, as needed, to further business objectives.

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

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• 1 years of timeshare or hospitality experience.
• 2 years of administrative/clerical experience.
• Excellent verbal, written, and interpersonal communication skills.
• High School Diploma or equivalent experience.
• Able to work flexible schedules including mornings, evenings, weekends and holidays.

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

• 2 years Supervisory experience
• Strong interpersonal and problem-solving skills.
• BA/BS/Bachelors degree.

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 essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.