The Guest Reception Supervisor is responsible for overseeing administrative functions related to sales and marketing and ensuring accurate entry and coding of guests, data integrity, premium management, site level accounting functions, payroll, HR and reporting as required. Responsible for ensuring adherence with established company guidelines. Drives processes that result in exceptional standards of quality production and customer service.
Completes the weekly schedule and is responsible for overseeing all aspects of Guest Reception. This includes hiring, scheduling, and performance management of all reception staff, including gifting. The Manager audits concierge to ensure that all paperwork is closed out properly and that all work is balanced and also handles guest issues and problems. Resolves any Client ID errors between CCSI and Concierge. Provides thorough training according to the company's SOPs, performs daily audits, handles all customer services issues, oversees prepaid premiums and manages all roll outs.
MANAGEMENT
- Responsible for the recruiting, screening/interviewing for potential administrative support associates.
- Responsible for training and conducting/assisting with disciplinary action and terminations as directed for all Admin Associates.
- Responsible for the day-to-day management of all administrative staff.
ACCOUNTING
- Responsible for timely and accurate payment of all Accounts Payable for Marketing and Sales, including voucher preparation and tracking.
- Vendor payroll, reconciliation, including collection of negative balances.
PAYROLL & EMPLOYMENT DOCUMENTATION
- Payroll for Sales and Marketing, including commissions/bonus submission, also serve as liaison for Corporate Payroll.
- New hire orientations and paperwork, status changes, terminations, benefit enrollments and serve as corporate's contact for any other general employment requests.
- Scheduling of administrative support associates for adequate coverage without overtime.
PREMIUM MANAGEMENT
- Weekly orders to maintain sufficient quantity, security, disbursements, weekly/monthly counts and reconciliation.
- Monitoring and Auditing Premiums for accurate retail prices and maintain master listing of all premiums.
REPORTING
- Reporting as required by management.
- Ensure data integrity in all areas of marketing administration to provide accurate, efficient reporting.
CONTRACT/CSR/CODING
- Preparation and tracking for approval and expiration of all Business Plans.
- Guides and tracks approvals for all above through National Sales and Legal to help implement any new programs or renew existing premiums and contracts.
CONCIERGE
- Maintain all offers, retail items, hotel costs, vendor costs.
- Preparation of all required reports from Concierge.
- Reconciliation of prepaid and AP premium inventory.
- Hotel reconciliation and accruals.
- Payroll reconciliation.
- Auditing, tour reconciliation and monitoring tour reception activities.
COMPLIANCE
- Ensure all SOPs are adhered to and conduct Site Level Admin audits.
- Ensure policies and procedures are followed and policy waiver is utilized when DOM/DOS authorizes an exception.
OTHER
- Assist DFA with volume bonus for sales associates.
- Work to resolve customer service issues expeditiously and with guidance of DFA/DOM/DOS.
- Ensure Customer Information Security policies are adhered to, monitored and enforced for compliance and sales administration purposes.
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.
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.