Manager Guest Services

Hilton Grand Vacations (HGV) is seeking a passionate and experienced Guest Services Manager to lead our Front Office operations at Patrick Henry Square. If you thrive in a fast-paced hospitality environment and are committed to delivering exceptional guest experiences, this is your opportunity to grow with a company that puts people first.

Position Summary

The Guest Services Manager is responsible for the seamless movement of guests throughout their stay, ensuring high standards of service, safety, and satisfaction. This role oversees the Front Office team, acts as Manager on Duty, and plays a key role in operational leadership, team development, and guest relations.

Key Responsibilities

Leadership & Team Management

• Manage and monitor daily activities of all Front Office employees, ensuring adherence to company standards, policies, and procedures.
• Provide coaching, training, and corrective feedback to maintain a professional, service-oriented environment.
• Supervise and train all Front Office staff including Management Trainees, Concierge, Bell/Door staff, and Lobby Ambassadors.
• Undertake full responsibility for departmental scheduling and payroll.
• Coordinate daily activities and communication within the Front Office team.

Guest Experience & Service Recovery

• Act as Manager on Duty, handling guest complaints, special requests, disturbances, and emergencies.
• Greet guests upon arrival, ensure special requests are fulfilled, and escort VIPs as appropriate.
• Monitor guest survey scores and collaborate with departments to resolve issues and enhance satisfaction.
• Maintain high visibility in the lobby and guest areas to ensure service excellence.

Operations & Coordination

• Inform staff of daily activities, group arrivals, VIPs, and repeat guests.
• Block and assign rooms for peak demand periods and special requests.
• Complete weekly supply inventories and rate discrepancy reports.
• Work closely with Housekeeping to ensure room readiness and guest satisfaction.
• Maintain compliance with financial regulations and support account receivables management.

Safety & Emergency Preparedness

• Enforce all fire-life-safety procedures and ensure staff is trained in emergency protocols.
• Serve as a member of the hotel’s emergency response team and stay current on safety updates.

Required Qualifications

• 3–5 years of experience in Customer Service, Front Desk, or Guest Services.
• Minimum 1 year in a supervisory or management role.
• Strong analytical, communication, and interpersonal skills.
• Intermediate computer proficiency and basic math skills.
• Ability to resolve conflict, mentor others, and make sound decisions under pressure.

Why do team members like working for us: Extraordinary People, Exceptional Benefits:

• Day 1 Health Benefits Eligibility: Excellent health care options, including medical, dental, and vision
• Recognition Programs and Rewards
• Travel Discounts Program
• Outstanding Paid Vacation Program and Paid Sick Days
• Employee Assistance Program that supports your physical and mental wellbeing
• 401(k) program with company match
• Tuition reimbursement programs
• Employee Stock purchase program
• Numerous learning and advancement opportunities
• And more!