Director Guest Services
Front Office
Waikoloa, HI
July 31, 2026
The Director of Guest Services leads all Front Office functions, including Guest Service Attendants, Night Audit, Rooms Control, and Shuttle Operations, to deliver a seamless, high‑quality owner and guest experience. As part of the Resort Leadership Team, this role drives service excellence, operational efficiency, and financial performance by developing and implementing policies, processes, and initiatives that enhance owner and guest satisfaction while supporting the achievement of annual business objectives.
Here’s why you’ll love it here – We offer an excellent benefits package to our full-time Team Members that include:
- Salary Range: $80,000 – $95,000/annually
- This position is eligible for a corporate bonus
- Medical, Dental, and Vision insurance from Day One
- Financial Wellness – 401k plan with company match, Life insurance, Company stock purchase program
- Team Member Travel Program – enjoy discounted rates at incredible properties around the globe
- Flexible PTO plan for managers and above that provides employees with ample time off to rest, recharge, and spend quality time with their loved ones.
- Team Member Recognition and numerous learning and advancement opportunities to fuel your professional growth…and more!
HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek’s “America’s Greatest Workplaces for Parents & Families.” Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.
Key Responsibilities Include:
- Manage, direct, and coordinate all Front Office operations to ensure exceptional service delivery and alignment with brand standards.
- Lead efficient check‑in and check‑out processes while coordinating Front Office activities with all departments to ensure a seamless guest experience.
- Oversee and resolve owner and guest concerns with a strong commitment to service recovery and satisfaction; escalate unresolved issues to the GM as appropriate.
- Ensure accurate collection, handling, and accounting of all funds in compliance with company policies, internal controls, and audit standards.
- Oversee Night Audit operations and ensure the timely preparation and review of accounting and audit reports.
- Accountable for departmental labor and operating expenses within approved budgets; monitor payroll, labor usage, and productivity to ensure fiscal responsibility.
- Coordinate and deliver special services, amenities, and experiences for owners and guests.
- Lead all personnel functions including hiring, onboarding, training, scheduling, coaching, performance management, discipline, compensation input, and recognition.
- Develop leadership capability within the department by mentoring direct reports and emerging leaders.
- Create a high‑performance culture by establishing clear expectations, empowering team members, reinforcing service standards, and fostering engagement, accountability, and mutual respect.
- Ensure team members understand and comply with performance expectations, service standards, uniform, and appearance guidelines.
- Conduct routine inspections to ensure equipment functionality, adequate supplies, and compliance with operational and safety standards.
- Serve as a liaison with Sales, Rental, and other departments to support seamless owner and guest experiences.
- Assist with owner and guest activities, recreation, and special events as directed.
- Enforce key and access control procedures to maintain security and asset protection.
- Attend property leadership meetings and conduct regular departmental meetings to communicate priorities, performance metrics, and operational updates.
- Perform additional duties and special projects as assigned by the General Manager or executive leadership.
- Carry out reasonable management directives in support of resort operations.
- 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.
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We believe that at the core of our company’s success are our Team Members!
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- High School Diploma or equivalent
- 5–7 years of hotel or resort operations experience
- 4+ years of management or supervisory experience
- Strong leadership, communication, and problem‑solving skills
- Experience with property management systems (PMS) and workforce/timekeeping tools
- Ability to manage multiple priorities in a fast‑paced environment
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Bachelor’s Degree
- 7+ years of related experience
- Prior Director‑level leadership experience
- Timeshare or vacation ownership experience
- Knowledge of budgeting, forecasting, and operational reporting
- Data‑driven approach using guest satisfaction and labor metrics
- CPR / First Aid Certification
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 essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
