Assistant Director of Guest Services

Join the team at Hilton Grand Vacations at Eilan Hotel and Spa as an Assistant Director of Guest Services.As the Assistant Director of Guest Services, you will assist and support the Director of Guest Services in all aspects of Front Office operations, which includes the daily supervision of guest service and team member support. You will also implement improvements to policies and operational systems in order to achieve outstanding service scores.

The Eilan Resort & Spa is a Hilton Grand Vacations property in Northwest San Antonio, near The Rim and La Cantera, featuring a Tuscan‑inspired design completed in 2011 and offering 165 guestrooms. It is a central element of the 120‑acre Eilan mixed‑use development, integrating lodging with offices, residences, retail, dining, and shared community amenities. The resort features a full‑service spa with 10 treatment rooms, approximately 14,000 square feet of flexible event space, and multiple food and beverage outlets including the Social restaurant serving breakfast and dinner, the Mercato coffee shop, and a seasonal pool bar.

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!

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.

Responsibilities Include:

Supervise and manage all Front Office operations on various shifts.

Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone.

Effectively handle incidents and guest concerns in a timely and professional manner to ensure high levels of guest satisfaction. Alert management team of potential serious issues.

Check-in arriving guests and check-out departing guests.

Assists Director of Front Office with personnel functions – including but not limited to, performance management, counseling, scheduling, training, brand standard compliance, and recognition.

Performs daily inspections of all public areas and coordinates the prompt response to any substandard area to the appropriate department.

Performs room inspections for VIP guests.

Assist with adjustment in departmental policies and procedures.

Complete property night audit.

Communicate with all required internal departments including PBX, Bell, Valet, Housekeeping, Engineering, and Security, as needed, via telephone and/or email.

Coordinates and conducts training sessions for incoming and existing employees of the resort staff to ensure all HGVC quality standards and policies are met.

Responsible for monitoring/managing room inventory and room status in resorts PMS and booking systems to ensure that it is timely and accurately updated throughout the day.

Ensure all pending arrival information is accurate.

Other duties as assigned by your leader.

Qualifications:

A minimum of one 2 years of experience in the customer service field is required.

A minimum of 2+ years of management experience is required.

Previous Hotel front desk experience.

Demonstrate leadership skills such as integrity, professionalism, and confidentiality

A courteous and professional attitude when handling upset guests and difficult situations

High school diploma or equivalent

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

Associate degree/College diploma

3+ years of similar experience

Possess the knowledge, skills, and abilities and be able to explain and demonstrate that they can perform the essential functions of the job with or without reasonable accommodation

Proven ability to respond effectively to sensitive inquiries or complaints

Ability to calculate figures and amounts, such as discounts, interest, commissions, proportions, percentages, etc.

Interpersonal skills, high level of communication skills, ability to make decisions and lead others

Understanding of how Housekeeping and Front Office work together