Asst Director Guest Services

About the job

At Hilton Grand Vacations, our goal is to make someone’s day, every day. We work in an exciting and positive environment where we help our guests enjoy life at its best by sending them to new corners of the world and giving them more time to reconnect. Join a company where helping people get away helps you get ahead and see just how far you can go. At HGV, we will help you reach your goals and build your future!

Join our team as an Assistant Director of Guest Services at the stunning Cancun Resort Las Vegas. Your mission will be to guarantee that every interaction with our esteemed owners and guests is an unforgettable and delightful experience - right from the moment they set foot on the property until they leave. Don't miss out on the opportunity to be a part of a dynamic and passionate team committed to excellence.

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!

Responsibilities Include:

• 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.
• Assist Front Office Manager/Director with managing resort inventory.
• Assist with adjustment in departmental policies and procedures.
• Complete Front Desk accounting transactions including balancing end-of-day shift reports.
• Communicate with all required internal departments including PBX, Housekeeping, Engineering, and Security, as needed, via telephone and/or email.
• Ensure all pending arrival information is accurate.
• Perform property and room inspections.
• Other duties as assigned by your leader.

Qualifications

What are we looking for:

• A minimum of one 1 year of experience in the customer service field is required.
• A minimum of 1 year 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:

• 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

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

Responsibilities Include:

• 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.
• Assist Front Office Manager/Director with managing resort inventory.
• Assist with adjustment in departmental policies and procedures.
• Complete Front Desk accounting transactions including balancing end-of-day shift reports.
• Communicate with all required internal departments including PBX, Housekeeping, Engineering, and Security, as needed, via telephone and/or email.
• Ensure all pending arrival information is accurate.
• Perform property and room inspections.
• Other duties as assigned by your leader.

Qualifications

Qualifications

What are we looking for:

• A minimum of one 1 year of experience in the customer service field is required.
• A minimum of 1 year 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:

• 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

About Us

What makes Hilton Grand Vacations unique?

****There’s nothing more rewarding than creating lifelong memories, for yourself and for others. And that’s what you’ll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do. As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we’re dedicated to recognizing, rewarding and supporting every achievement, however big or small. It’s all part of making incredible memories, together.

Find your path in a career that really matters, where you’ll truly belong. Join our growing, innovation-driven team today.

Be the heart of exceptional guest experiences by joining our resort operations teams. In each of our roles, from administration to recreation, you’ll be making people’s day every day. Whether you’re creating a beautiful atmosphere at our properties and resorts, or delivering a warm and friendly spirit that ensures each interaction with our Club Members and guests is a special one—your role on our resort operations Team will be essential in making lifetime memories for our guests.

Additional Information

• Job Identification: 25960
• Job Category: Operations
• Posting Date: 2026-10-12
• Job Schedule: Full time
• Area of Talent: Resort Operations
• Salary Range: 0
• HR Division: HOA and Resorts