Manager, Front Office - Ka Haku, a Hilton Club

The Front Office Manager oversees the day-to-day operations of the Front Office, including front desk, night audit, and guest service functions, ensuring consistent execution of service standards and a seamless guest experience.  The Front Office Manager provides hands on operational, ensuring all interactions reflect professionalism, warmth, and attention to detail. This role is responsible for guest resolution and coordination with other departments to support overall resort operations.  Serves as a key operational leader within Guest Services, ensuring efficiency, consistency, and alignment with luxury service expectations. 

If you are passionate about hospitality, thrive in sophisticated environments, and enjoy leading teams to deliver outstanding service moments, this is an opportunity to make a meaningful impact in one of Hawaiʻi’s most dynamic resort settings!

Here's why you'll love it here - We offer an excellent benefits package to our full-time Team Members that include:

• Salary Range: $72,000 - $78,000 annually
• 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!

HGV received four out of five stars for promoting work-life balance and family-friendly benefits. It is also named one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over 30 years, our highest honor is the loyalty of our Owners, Members, and Guests. Our dedicated Team Members have earned additional recognition for their remarkable work.

Additional Responsibilities

• Oversee daily Front Office operations, including front desk, night audit, and guest service functions, ensuring efficient and consistent service delivery. 
• Ensure all guest and owner interactions reflect professionalism, responsiveness, and luxury service standards. 
• Lead, coach, and support front office team members, to promote performance, engagement, and service excellence. 
• Manage staffing, scheduling, and productivity to meet operational demands and service expectations. 
• Monitor daily arrivals, departures, and occupancy to support planning and ensure room readiness in coordination with Housekeeping and Engineering.
• Respond to and resolve guest concerns, service issues, and operational challenges with professionalism and sound judgment. 
• Act as Manager on Duty as required, supporting overall resort operations and emergency response. 
• Partner with reservations and other departments to support inventory management, rental programs, and guest satisfaction goals. 
• Oversee front office systems, reporting, and administrative processes, including scheduling and payroll support. 
• Monitor service standards, operational performance, and team effectiveness, identifying opportunities for improvement. 
• Promote a culture of professionalism, teamwork, and guest focused service.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth.

To fulfill this role successfully, you have the following minimum qualifications and experience:

• High school graduate or equivalent experience
• More than 3 years of managerial experience in a hotel, preferably in a Front office capacity.
• 3+ years of relevant experience
• Strong leadership and interpersonal skills, with the ability to coach and support team members. 
• Excellent verbal and written communication skills. 
• Ability to analyze situations, use sound judgment, and resolve guest and operational issues. 
• Strong problem-solving skills and ability to think effectively in fast paced environments. 
• Ability to resolve conflict professionally while maintaining service standards. 
• Strong organizational skills with the ability to manage multiple priorities. 
• Intermediate computer skills and familiarity with front office systems. 
• Basic mathematical skills for operational tasks and reporting. 
• Professional appearance and demeanor consistent with a luxury hospitality environment.
• Able to work a flexible schedule including evenings, weekends, and holidays

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Associate’s degree or College Diploma
• 5-7 years of relevant experience
• More than 4 years of management or supervisory experience
• Experience working with Clarity or similar software
• Prior experience in a resort, hotel, or timeshare environment. 
• Experience working in a luxury or upscale property. 
• Previous supervisory or management experience in front office operations. 
• Familiarity with reservation systems and front office technologies. 
• Fluent in Japanese language (read, speak, write)

When you become part of Hilton Grand Vacations, you join a group committed to helping Owners and Guests make every vacation unforgettable. Hilton Grand Vacations is a top vacation ownership company turning Guests’ vacation dreams into reality.

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 provide reasonable accommodation to individuals with disabilities for the application or interview process. We also offer accommodations to perform essential job functions and to receive employment benefits and privileges. Please contact us to request accommodation.