Job Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

This challenging position has overall responsibility for managing the daily operations of the resort to ensure superior guest and owner satisfaction, service and product quality, drive brand and value initiatives, resort performance, develop our team members and meet financial goals.

ESSENTIAL DUTIES AND TASKS

• Build and influence an exceptional team who are engaged in creating an exciting future for our brand through targeted selection – hire, train, involve and recognize. Lead a diverse and engaged workforce promoting a positive work environment. Meet or exceed employee engagement targets. Mentor, motivate, recognize, coach and counsel direct reports and team members. Promote thoughtful leadership empowerment and development with a focus on succession planning. Administer necessary coaching forms, corrective actions, action/process improvement plans, mid and annual performance reviews.
• Drive memorable vacation experiences focusing on the guest journey elements that matter most in a style of services our guests and owners expect. Ensure highest levels of guest satisfaction through engagement with guests and owners, set positive guest interaction examples for staff; assessment of guest service surveys and trends; and follow through on all guest issues and opportunities. Meet or exceed brand and department performance standards, goals and expectations. In locations where F&B, retail and/or activities exist he/she must ensure brand compliance, hours of operation and activity schedule meet the business standards and guest needs.
• Manage risk promoting a culture of safety and demonstrating a commitment to employee and guest through company and property safety programs and initiatives.
• Participate in Green Engage and other sustainable programs to reduce our footprint and impact on the environment.
• Manage HOA, Retail and/or Developer operating and reserve financials to meet or exceed goals and expectations. Partner with finance to create realistic budgets while managing HOA increases. Monitor and effectively manage controllable to include payroll, inventory and product. Monitor and refine controls and compliance plans. Ensure successful execution of AUM and Reserve plans. Influence, build and maintain positive and professional internal and external business relationships.

SUPERVISORY RESPONSIBILITIES

• This individual provides a level of direct supervisor to the resort leaders which may include an Assistant General Manager, Manager of Resort Operations, Guest Services, Maintenance, Housekeeping and F&B/Retail. Positions are location and size specific.

EDUCATION and/or EXPERIENCE

• 4-Year College Degree preferred.
• High School Diploma, GED equivalent required.
• Minimum of four-six years of experience in Resort Operations, the hotel/motel/timeshare/resort or related industry with three-five years in a supervisory role.
• Effectively write and speak English.

CERTIFICATES, LICENSES, REGISTRATIONS

• Community Association Manager – required within the first year of employment where applicable.
• CPR preferred. Should obtain with the first 90 days of employment.
• Hotel/motel/resort/management certifications a plus.
• Serve-Safe or TIPS preferred where alcohol is served or sold.

QUALIFICATIONS

• Must be able to demonstrate leadership, thoughtful decision making, effective communication, accountability, interpersonal skills and an ability to influence, build and maintain positive professional internal and external business and HOA relationships.
• Must have a strong comprehension of operation and retail (where applicable) budget and reserve development, compliance, inventory purchasing control, negotiation and management of service contracts, renovation schedules, annual unit maintenance and service from all required outside contractors.
• Must have a strong focus on leading others, growing and developing a high performance team and inspiring a culture of excellence while successfully influencing and partnering with company leaders outside of the resort operations group (Sales, Marketing, Inventory and Rental Management, Brand Delivery, Finance, IT, HR, Brand Services, Purchasing, etc.).
• Must ensure full and complete understanding and compliance of our Brand Standards.
• Must be at least 21 years of age with a valid driver’s license, an