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Company Name : Hilton Grand Vacations
Location : Honolulu, HI
Position : Support Services Manager
Job Description : Job Description
The Support Services Manager provides on-site supervision with the day-to-day operations of the Sales Gallery. They serve as a positive example to the Support Services team and ensures that SGCs provide quality guest service and assistance to Guests. Additionally, the Manager supports decisions and initiatives on the front line.
What will I be doing?
Follows required script in greeting and seating guests and provides high level of customer service through warm welcome and guest happiness.
Responsible for handling sophisticated Customer complaints in person and over the phone.
Identifies and assigns the Sales Executive and Sales Leader per the rotation. Maintains the Sales Executive rotation accurately.
Handles incoming telephone calls and provides responses to inquiries.
Provides the Sales Executive with general information regarding the tour guest.
Maintains a positive demeanor while on property and represents Hilton Grand Vacations in a professional manner at all times.
Develops professional relationships with resort operations, sales and marketing, and adheres to protocol established by these departments.
Ability to provide coverage in all aspects of the Sales Gallery shifts, as needed.
Collaborates with management to review and improve desk operations & efficiency. Helps to maintain and improve good work relations with customers, employees, and management.
Builds and maintains internal operating procedures for Support Services to ensure consistent practices and use for training purposes. Assists with communication and implementation of new or revised Sales Gallery Coordinator programs and initiatives.
Ensures that the tours are entered in system in a timely manner and supervises post gifting receipts and gift vouchers.
Reconciles premium inventory on a daily/monthly basis. Submits orders for miscellaneous items (cleaning supplies, food/beverage, etc.), using appropriate HGV system.
Supervises housekeeping & overall maintenance needs of the Sales Galleries and reports issues to the appropriate contact. Completes processes within HGV systems in order to provide goods/services for the department.
Provides leadership, mentorship, supervision, and training to Sales Gallery Coordinators and Leads.
Conducts interviews with Candidates and actively participates in the hiring process.
Conducts informational, motivational and/or training meetings for department team members.
Manages timesaver for all Team Members for payroll. Schedules and adjusts work assignments to ensure adequate coverage and manages PTO.
Coaches Coordinators on performance required of the position and provides assessment for improvement.
Performs annual evaluations and merit recommendations for the Support Services Team. Completes Team Member documentation related to performance, attendance, behavior and delivers to the Team Member.
Attends all required meetings and training sessions within the Department as well as with Sales and Marketing Leaders. Assists and supports Management, as advised.
Additional duties assigned by Management, as needed, to further business objectives.
We offer an excellent benefits package to our full-time Team Members that include medical, dental, and vision insurance, 401K plan, Paid Time Off (PTO) program, and extraordinary travel benefits!
Qualifications
What are we looking for
Minimum 1 year of timeshare or hospitality experience.
Minimum 2 years of administrative/clerical experience.
Excellent verbal, written, and interpersonal skills.
High school diploma or equivalent.
Ability to work a flexible schedule, including weekends and holidays.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
5+ years of timeshare or hospitality experience.
3+ years of administrative/clerical experience.
Supervisory experience.
Strong interpersonal, collaborative, and problem solving skills.
BA/BS/Bachelor’s Degree.
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 job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation
This post is listed Under Hawaii jobs
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