職務内容
ゲスト・エクスペリエンス・マネージャーは、財務目標を達成しながら日本からのオーナーとゲスト向けのサービスの向上を図り、顧客満足を確保するために全てのリソースを最大限に活用します。このポジションでは、リゾートのリーダーシップチームと協力し、日本のゲストに向けたサービスの考案及び改善に取り組み、ビジネスの持続可能性を維持します。また、全てのゲスト及びチームメンバーに対する「サービス精神」文化への当社の取り組みを支持します。
当社の魅力
当社では、以下のような充実した福利厚生をフルタイム勤務のチームメンバーに提供しています。
- 給与:年間57,150ドル~63,500ドル
- 医療・歯科・眼科保険(初日から加入可能)
- ファイナンシャル・ウェルネス – 401k、生命保険、自社株購入プログラム
- チームメンバー・トラベル・プログラム
- 有給休暇
- 有給欠勤
- チームメンバーへの表彰、ラーニング・昇進の機会など
スケジュール
フロントデスク部は週7 日稼働しています。シフトは、平日・週末・祝日を含む午前8時~午後10時の間です。
主な仕事内容
- リゾートの広報大使として公共エリアでゲスト/オーナーと対話をし、優れたゲスト体験を保証します。リゾート内の様々な公共エリアを定期的に見回り、品質保証(清潔さ、スタッフの気配り、技術的ニーズ)を評価します。また、改善点を見つけた場合、部門マネージャーに報告。
- 毎日のブリーフィングを実施し、全てのオペレーション手順が円滑に進んでいることを確認。ゲストの高い期待レベルを維持し最適な収益レベルを達成するために、他部署と連携を図りながら客室のインベントリーを調整。
- SALTスコアを管理し、品質保証ゴールとリゾートのベンチマークを一貫して満たすために、トレンドを把握し、サービスの改善策を提案。日本のオーナーの稼働率を収集・分析し、正確なデータをスタッフミーティングで発表。
- フロントデスクや他部署で日本語が必要な際、通訳・翻訳を担当し、日本のゲストに緊急時を含め十分且つ最新の情報を提供。
- ビジネスニーズと財務上の責任がタイムリーに処理されるように、ビジネスサポーターやサプライヤーとの関係、契約、コンプライアンス、インターフェースの問題を維持。
- 必要じ応じて、その他の職務を遂行。
As a Guest Experience Manager, you will be responsible for assisting in reviewing all facets of service for Japanese owners and guests by maximizing all resources to ensure their satisfaction while meeting financial goals. You will work with the Resort Leadership Team to develop and improve Japanese guest service workflow to maintain business sustainability; and champion our organization’s commitment to our “Spirit of Service” culture towards all guests and team members.
Here's why you'll love it here!
We offer an excellent benefits package to our full-time Team Members that include:
- Salary range: $57,150 - $63,500 per year
- 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
- Generous Paid Time Off Program
- Paid Sick Days
- Team Member Recognition and numerous learning and advancement opportunities
- and more!
Our dedication to excellence is recognized and celebrated by some outstanding accolades including a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.
Schedule Details:
Our Front Desk Department operates 7 days per week. Shifts range between 8:00am - 10:00pm, including Weekdays, Weekends and Holidays.
Additional Responsibilities Include:
- Interacts with the guests/owners in all public areas to insure outstanding guest experience. Serves as a public relations ambassador for the resort at all times. Routinely inspects various public areas within the resort to assess quality assurance measures (cleanliness, attentiveness of staff, and any engineering needs). Consults with department managers to remedy deficiencies.
- Conducts daily briefings, and monitors workflow to ensure all operating procedures are followed. Coordinates activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest’s expectations.
- Monitors SALT scores to identify trends, and recommends alternative service strategies for improvements and expectations to ensure established Quality Assurance goals and resort benchmarks are met consistently. Gathers, analyzes, and maintains accurate data that measures Japanese owner occupancy levels, and presents information during weekly staff meetings.
- Facilitates Japanese translation at the Front Desk and other departments where Japanese speaking is required, ensuring that all Japanese guests are well informed and up to date during emergency situations, and any translation services that may be required, both written and verbal.
- Maintains relationships, contracts, compliance, and interface issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner.
- Performs other related activities as required.
Qualifications
応募資格
当社が求めている人材
ヒルトン・グランド・バケーションは、バケーション・オーナーシップ業界のリーダーであり、イノベーション、品質、継続的な成長に向けた揺るぎない取り組みを行っています。
このポジションの職務を果たすには、以下の資格と経験を持っている必要があります。
- 高校卒業資格
- 日本語・英語バイリンガル(両言語とも、読み、書き、スピーキング必須)
- フレキシブルなシフトで働くことができること(午前・午後、週末、祝日含む)
- 3-5年の関連経験
- 2年以上のマネージメント経験
- 有能な組織力、問題解決力、分析力、概念的スキル
- 有能なコミュニケーションスキル(書面及び口頭)で多岐に渡る社内外の顧客と関係を構築・維持し、交渉する能力を備えた方
以下の資格と経験はプラスとなります。
- 大学卒業資格
- 5-7年の関連経験
- 日本語ゲストサービスを主とした、ホテル、タイムシェア、リゾート運営での経験
What are we looking for....
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth.
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- High School Diploma/GED
- Japanese/English bilingual (read, speak and write in both languages)
- Able to work flexible schedules including mornings, evenings, weekends and holidays
- 3-5 years of related experience
- 2+ years of managerial experience
- Strong organizational, problem solving, analytical and conceptual skills
- Strong written and oral interpersonal communication skills with the ability to build and maintain productive working relationships and negotiate with a range of internal and external clients
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
- BA/BS/Bachelor's Degree
- 5-7 years of related experience
- Previous experience working in hotel, Timeshare or resort operations with an emphasis on Japanese guest service operations
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.