Guest Services Associate

Job summary

The Guest Services Associate provides high-level service to members and guests, including welcoming visitors, managing reservations, and performing concierge duties. They are also responsible for conducting detailed room inspections to ensure quality standards are met and resolving guest concerns efficiently.

Job details

As part of the Member Reception Team, the Guest Services Associate is expected to provide the highest level of Member and Guest service at every point of contact, through the use of communications and organizational and interpersonal skills, so as to ensure our position as number one service-provider in the vacation ownership industry. This position is a 12-18 month temporary mat leave coverage. Responsibilities Provides our Members and Guests with Authentic service. Ensures all Members and Guests are welcomed and acts as an ambassador of HGV. Provides switchboard and concierge services. Must be able to provide information regarding local areas of interest for guests. Conducts detailed room inspections to ensure vacation homes meet Hilton Grand Vacations' quality, cleanliness, and presentation standards prior to Member and Guest arrivals. Maintains a strong focus on quality assurance by proactively identifying opportunities to enhance cleanliness, maintenance, presentation, and the overall Member and Guest experience. Liaises and assists all other departments as needed or assigned. Administer all Club policies, procedures and standards. Ensures all duties on daily task list are completed and other related duties as required. Supports all food & beverage and Member Animation programs or initiatives. Performs cash and credit card handling duties. Creates and assigns reservations in Lodging software. Handling guests complaints and concerns in an efficient and timely matter, otherwise referring the matter to management. Excellent oral and written communication skills. Computer skills, ability to compose and create emails, letters and memos. Responsible for securely issuing and consistently tracking keys for Members and Guests which may also include keys issued to and tracked for housekeeping and contractors/suppliers. Must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers. Follow up on Lost & Found and Daily Log for any outstanding issues. Takes action as required and instructed. Willingly assists with other related tasks as required to facilitate daily operations or unusual circumstances. Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now, Completes all required Company training/compliance courses as assigned. Adheres to Company standards and maintains compliance with all policies and procedures. Performs other related duties as assigned. Compensation: $25.00 - $27.00 per hour. Eligible employees may receive a quarterly bonus if the property achieves established performance measures. Qualifications Computer proficiency in Microsoft Word, Excel and Outlook. Excellent customer service skills. Proficient in time management; the ability to organize and manage multiple priorities. Ability to take initiative and effectively adapt to change. Strong attention to detail with the ability to identify cleanliness, maintenance, and presentation issues during room inspections and ensure timely resolution. Recognizes an emergency situation and take appropriate action. Able to establish and maintain cooperative working relations with housekeeping, maintenance, and other operational teams to deliver impeccable vacation homes and exceptional guest experiences. Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes. Performs well with frequent interruptions and/or distractions. Maintains the highest standards of professionalism when interacting with team members, management, members, owners and guests. In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred: Front Desk or Concierge experience preferred.

What you’ll do

The Guest Services Associate provides high-level service to members and guests, including welcoming visitors, managing reservations, and performing concierge duties. They are also responsible for conducting detailed room inspections to ensure quality standards are met and resolving guest concerns efficiently.

Requirements

Candidates must possess strong computer proficiency in Microsoft Office and excellent interpersonal and communication skills. Previous experience in a front desk or concierge role is preferred, along with the ability to manage multiple priorities in a fast-paced environment.

Benefits

• Quarterly bonus

Listed skills

• Customer service · Preferred
• Communication Skills · Preferred
• Cash handling · Preferred
• Problem solving · Preferred
• Multi-Tasking · Preferred
• Detail-oriented · Preferred
• Microsoft Word · Preferred
• Microsoft Excel · Preferred
• Microsoft Outlook · Preferred
• Time management · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication skills
• Room inspections
• Concierge services
• Switchboard operation
• Cash handling
• Credit card handling
• Lodging software
• Problem solving
• Multi-tasking
• Detail-oriented
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Time management
• Conflict resolution
• Professionalism
• Animations
• Management
• Housekeeping
• Cleanliness
• Customer Service
• Communication
• Computer Literacy
• Leadership
• Interpersonal Communications
• Memos
• Multitasking
• Operations
• Proactivity
• Quality Assurance
• Time Management
• Switchboard Operator
• Reservations
• Teamwork
• Detail Oriented

Job areas

• Hospitality
• Customer Service & Support
• Administrative
• Guest Services Associate
• Hotel Desk Clerk
• Hotel Receptionists
• Hotel, Motel, and Resort Desk Clerks