Manager Front Office Night
Hilton Grand Vacations, Hilton Head Island, SC, United States
Work for a winning team that now offers Day One Benefits and Daily Pay. At HGV, 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.
Why Do Team Members Like Working For Us
Recognition Programs and Rewards
Excellent health care options, including medical, dental, and vision
Travel Discounts Program – Hilton Team Member Travel Program offers deeply discounted rates
Generous 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
What will I be doing?
Responsible for the overall operation of the entire hotel during the night shift to ensure guest satisfaction and safety.
Make decisions affecting the overall guest satisfaction as well as the safety of the hotel, its team members and guests.
Directly oversee the work of all night shift team members and act as the key liaison between all departments to ensure effective communication, teamwork, and encouragement.
Routinely rotate through each area of the resort, assessing quality assurance measures (cleanliness, attentiveness of staff, lighting, safety).
Assist owners/guests with any complaint or dispute, providing immediate recovery solutions whenever possible.
Identify and consult with department management on process improvements or guest service enhancements.
Contact guests who provided feedback via the comment/tracking system (e.g., via email) to acquire necessary information for follow‑up and coordinate resolution efforts with respective department managers.
Build strong rapport with 3rd shift team members; motivate, recognize, and reward those who exemplify exemplary service.
Handle all 3rd shift guest issues and emergencies.
Relieve front desk and night audit staff when necessary; be able to fill in for the night audit function as needed.
Coordinate and conduct training sessions for incoming and existing resort staff to ensure all HGVC quality standards and policies are met.
Provide outstanding hospitality to all resort guests, ensuring their needs are met and proper standards of conduct and efficiency are followed.
Perform daily inspections of all public areas and promptly address any substandard conditions.
When a potential sell‑out exists, ensure vacant rooms are assigned to a housekeeper for cleaning and coordinate additional needs with the Guest Service Manager.
Carry out any reasonable request by management that you are capable of performing.
Maintain regular attendance in conformance with the standards, which may be established and revised by HGVC from time to time.
What are we looking for?
Associate’s Degree/College Diploma or proven experience.
3–5 years of related experience.
2+ years of supervisory experience.
Additional Capabilities and Distinctions (advantageous)
BA/BS Bachelor’s Degree preferred.
5–7 years of related experience.
2+ years of managerial experience.
We are an equal opportunity employer and value diversity. 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 provide reasonable accommodations to individuals with disabilities to participate in the application or interview process and to perform essential job functions.
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Why Do Team Members Like Working For Us
Recognition Programs and Rewards
Excellent health care options, including medical, dental, and vision
Travel Discounts Program – Hilton Team Member Travel Program offers deeply discounted rates
Generous 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
What will I be doing?
Responsible for the overall operation of the entire hotel during the night shift to ensure guest satisfaction and safety.
Make decisions affecting the overall guest satisfaction as well as the safety of the hotel, its team members and guests.
Directly oversee the work of all night shift team members and act as the key liaison between all departments to ensure effective communication, teamwork, and encouragement.
Routinely rotate through each area of the resort, assessing quality assurance measures (cleanliness, attentiveness of staff, lighting, safety).
Assist owners/guests with any complaint or dispute, providing immediate recovery solutions whenever possible.
Identify and consult with department management on process improvements or guest service enhancements.
Contact guests who provided feedback via the comment/tracking system (e.g., via email) to acquire necessary information for follow‑up and coordinate resolution efforts with respective department managers.
Build strong rapport with 3rd shift team members; motivate, recognize, and reward those who exemplify exemplary service.
Handle all 3rd shift guest issues and emergencies.
Relieve front desk and night audit staff when necessary; be able to fill in for the night audit function as needed.
Coordinate and conduct training sessions for incoming and existing resort staff to ensure all HGVC quality standards and policies are met.
Provide outstanding hospitality to all resort guests, ensuring their needs are met and proper standards of conduct and efficiency are followed.
Perform daily inspections of all public areas and promptly address any substandard conditions.
When a potential sell‑out exists, ensure vacant rooms are assigned to a housekeeper for cleaning and coordinate additional needs with the Guest Service Manager.
Carry out any reasonable request by management that you are capable of performing.
Maintain regular attendance in conformance with the standards, which may be established and revised by HGVC from time to time.
What are we looking for?
Associate’s Degree/College Diploma or proven experience.
3–5 years of related experience.
2+ years of supervisory experience.
Additional Capabilities and Distinctions (advantageous)
BA/BS Bachelor’s Degree preferred.
5–7 years of related experience.
2+ years of managerial experience.
We are an equal opportunity employer and value diversity. 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 provide reasonable accommodations to individuals with disabilities to participate in the application or interview process and to perform essential job functions.
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