Manager Member Experience

4 days ago

The Blue Mountains, Canada Hilton Grand Vacations Full time

As a
**Manager Member Experience** you would be responsible for:

- Supervises the activities relative to lodging, arrival and concierge services such as reception area standards, greeting standards for Members and guests, cleanliness, comfort and accurate information
- Follows up on any Member related issues or complaints that require immediate Manager’s intervention/attention
- Helps all Member Experience Associates and Night Auditors in their own responsibilities and completion of their daily responsibilities
- Communicates with Members in a courteous, professional and empathetic manner
- Liaises with all other internal Team Members and departments to ensure that Member Reception is updated and able to support and provide service and information relating to large groups/functions and all animation events
- Assists in selecting and hiring process of new Team Members at Member Reception: including but not limited to training, scheduling all shifts, evaluation of Member Reception Team Member’s performance on an annual basis
- Practices an open door policy, communicates effectively, and keeps all Member Experience Associates and Night Auditors informed on activities and specials events on the Resort and throughout the area/locally
- Oversees the regular review, improvement, and maintenance of the Vacation Home directory, Movie Menu and DVD case binders, and all activity/restaurant resource binders
- Helps in planning, supporting and communicating to Member Reception Team on all Member Animation activities/events and any other special events
- Conducts daily reviews of occupancy and upcoming reservations for Club Members and all other guests - ensures special consideration of requests, housekeeping requirements and that all vacation homes are blocked in an orderly manner
- Ensures timely liaison between the Discovery/Passport/Referral guests, the applicable hotel partners, and reservations and presentation times
- Organizes and orders all Member Reception Team Member uniforms - ensures that dress codes are set and met daily by all Member Reception Team Members.
- Organizes the physical area of Member Reception and its back of house - ensures it is safe, tidy, and efficiently organized at all times
- Facilitates all Club Member collateral by ordering and keeping an updated inventory of supplies on hand
- Recommends improvements in the operation where there is opportunity to develop service standards, increase revenue, or reduce costs
- Assists in the development of capital and operating budgets annually
- Prepares reports as requested and keeps the General Manager informed of all problems or unusual matters involving Club Members, guests or Team Members
- Reviews and corrects daily/ monthly revenue and payment reports prepared by Night Auditors - provides support and answers questions if required to ensure all reporting is consistent and accurate prior to submission
- Consistently practices and maintains the highest standards of professionalism when interacting with fellow team members, management, owners, members and prospects.
- Completes all required Company trainings and compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other duties as assigned.

Why do Team Members Like Working for us?
- Our Mission and Values
- Internal growth opportunities
- Being part of an industry leader in the hospitality field
- Benefits include extended health & dental and vision coverage
- Short term and long term disability benefits
- Employee Assistance Program
- Wellness allowance
- Group RRSP
- Team Member and Family Travel Program providing reduced hotel room rates

**Qualifications**
- To fulfill this role successfully, you must possess the following minimum qualifications and experience:

- High School Diploma or equivalent.
- A minimum one (1) years of experience in the Front Desk field required.
- A minimum six (6) months of supervisory experience in the Front Desk field required.

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

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.

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