Join a team that produces outstanding experiences for our guests in an environment that provides exciting career opportunities with a global leader in vacation ownership. Team members at Hilton Grand Vacation may look forward to competitive pay, excellent benefits, and long-term career opportunities in a remote work environment.
(Approved Locations: AL, AZ, FL, GA, HI, ID, IN, KS, MI, MD, MO, NV, NJ, NM, NY, NC, SC, TN, TX, UT, VA, WI)
The Manager of Club Services is responsible for developing supervisors and frontline associates through our formal Coaching & Development program. This position is responsible for the development of newly hired associates and supervisors within the department. The Manager oversees delivery of sales and service metric results at or above established goals. This position is also accountable for program fulfilment, information management, and subject matter expertise over all programs fulfilled in their particular work area.
Responsibilities
• Oversees and manages the performance of front-line Supervisors who are, in turn, responsible for managing the day-to-day operations of a team of Associate Member Experience and Specialist Loyalty Experience via our formal Coaching & Development program
Ensures Team Members utilize all tools and resources as expected, such as reservations systems, Cresta, Acuity, CXone, etc.
• Analyzes and reviews daily operations, team development, and owner satisfaction
• Monitors the compliance of company policies and procedures, operating structure, and information flow
• Ensures the volume of work produced meets service standards and exceeds quality standards
• Monitors and measures supervisor effectiveness through coaching techniques
• Identifies trends in performance data and offers solutions to upper management
• Conducts reviews with Supervisors, including action plans to develop associate skills and identify opportunities for associates to participate in other areas of the business by way of job shadowing
• Conducts regular one on one sessions with supervisors to identify performance gaps, timely with disciplinary action, when applicable
• Stays actively involved in personnel activities concerning hiring, schedules, training, training development, terminations and evaluation of staff performance through analyzing data, understanding processes, and working directly with the Supervisor(s) to assist with coaching.
• Follows the complete corrective action process with associates as needed
• Participates in strategic meetings directly related to Club Operations
• Promotes a positive "can do" attitude and works as a team player.
• 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
Why Team Members Like Working For Us:
Day One Team Member Benefits
Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
Discounted Hilton hotel rates worldwide!
Recognition Programs and Rewards
401(k) program with company match
Employee stock purchase program
Tuition reimbursement program
Qualifications
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
• Flexibility to work within a multi-functional, customer focused team environment
• Strong verbal and written communication skills
• Strong computer skills to include proficiency in MS Office Suite
• Strong multi-tasker able to work in a fast-paced environment
• Ability to work in a team environment and to be available to assist peers as needed
In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
• Proven decision-making ability
• Problem Solving capabilities
• Analytical Skills
• Excellent Organizational Skills