Director Guest Services

About the Role

Join the team at Hilton Vacation Club in St. Augustine as the Director of Guest Services. In this role you will oversee the overall business and management of Front Office operations, providing daily supervision of guest service and team member support. You will partner with the Resort Leadership Team to develop and implement policy and system improvements, maintain accurate budget allocations, and pursue opportunities that support the resort’s annual business goals. The Director leads the Front Office and Front Services teams, ensuring consistent communication, optimal room inventory, and high guest satisfaction. Responsibilities include developing strategic initiatives, managing resources and technology, supervising guest survey performance, handling complaints, and overseeing human‑resource practices such as recruitment, performance management, and onboarding. You will also manage vendor relationships, ensure compliance, and drive financial planning, reporting, and sustainability in collaboration with senior leadership. • Develop and implement Front Office initiatives aligned with resort strategic goals • Lead and supervise Front Office and Front Services teams, managing resources, scheduling, and technology • Monitor guest survey scores, address complaints, and ensure high service standards • Oversee human resources functions including recruitment, performance management, and onboarding • Manage vendor contracts, compliance, and financial budgeting, providing forecasts and reports • Coordinate with senior leadership and business partners to drive financial sustainability

Key Responsibilities

• ▸tech management
• ▸guest surveys
• ▸hr management
• ▸vendor contracts
• ▸budget forecasting
• ▸inventory management

What You Bring

The position requires a minimum of five years of guest‑services experience and four years of supervisory experience, a high school diploma or equivalent, and the flexibility to work varied schedules including evenings, weekends, and holidays. Strong leadership, problem‑solving, analytical, and interpersonal communication skills are essential. • At least 5 years of guest services experience • Minimum 4 years in management or supervisory role • High school diploma or equivalent; ability to work flexible schedules including holidays • Strong leadership, problem‑solving, analytical, and communication skills • Experience in hotel/resort operations, especially Front Office and Housekeeping integration • Knowledge of economic and accounting principles, financial analysis and reporting • Experience with collective bargaining agreements • Fluency in Japanese (reading, speaking, writing) • Bachelor’s degree, CPR/First Aid certification

Requirements

• ▸5+ years
• ▸supervisor
• ▸leadership
• ▸japanese
• ▸bachelor's
• ▸cpr

Benefits

Hilton Vacation Club offers a comprehensive benefits package for full‑time team members, including health coverage, financial wellness programs, travel discounts, generous paid time off, and numerous recognition and development opportunities. Hilton Grand Vacations is an equal‑opportunity employer that values diversity and provides reasonable accommodations for individuals with disabilities throughout the hiring process and employment. • Medical, dental, and vision insurance • 401(k) plan with company match, life insurance, and stock purchase program • Team Member Travel Program with discounted rates worldwide • Generous paid time off and sick days • Recognition programs and learning & advancement opportunities

Work Environment

Office Full-Time