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.

Reporting to the Director, Brand Management, Resort Operations Support and Accountability, the Manager – Workflow and Program Sustainment will be based in Orlando, FL and his/her main responsibilities are to contribute materially to refining and implementing a clear, differentiated brand experience strategy for the Holiday Inn Club Vacations brand. The role ensures programs flow through intake to sustainment successfully, maintaining documentation integrity and supporting long-term program success. This role serves as the central control point for managing operational workflows, systems support, and branded content governance—ensuring initiatives remain actionable, measurable, and aligned with enterprise standards over time. This job could require 30-40% travel time.

ESSENTIAL DUTIES AND TASKS:

Communications & Stakeholder Engagement

• Partner with Resort Operations, Facilities, Risk, and Safety teams to reinforce consistent adoption of standards.
• Manage departmental communications, meeting agendas, notes, and follow-ups to drive alignment and accountability.
• Prepare program briefings, audit summaries, and executive-facing presentations in PowerPoint and other formats.

Workflow Oversight & Sustainment

• Maintain structured workflow tracking to monitor program lifecycle from design through execution and long-term sustainment.
• Conduct sustainment audits and evaluate how programs are utilized in the field, identifying gaps and opportunities for support.
• Lead feedback sessions with stakeholders to capture adoption barriers and integrate learnings into iterative program refinement.
• Proactively monitor programs post-launch to ensure adherence, adoption, and continued relevance.
• Manage version control and operational documentation integrity within the Resort Operations Management System.

Project Coordination & Program Sustainment

• Support planning and execution of Brand Audits across all resorts, ensuring accuracy, timely follow-up, and alignment with standards.
• Coordinate timelines for the development, review, and long-term sustainment of Brand Standards and other cross-functional initiatives.
• Document and track findings from Compliance Assessments, ensuring issues are resolved and knowledge is retained for future updates.
• Manage milestone deliverables and sustainment routines for Resort Operations programs, including:
  • Way of Maintenance
  • Way of Safety & Risk Management
• Other guest experience or compliance programs as assigned
• Ensure each program has a clear sustainment plan with routines, ownership, and tools for long-term success.

Systems Administration & Operational Reporting

• Serve as secondary point of contact for Asgard platform administration, including user access, training delivery, and resort update coordination.
• Validate and process property updates in Asgard, ensuring consistent formatting and alignment with company standards.
• Maintain dashboards and reports using Excel and Power BI to provide visibility into project status, compliance performance, and sustainment KPIs.

Knowledge & Document Control

• Implement version control and naming conventions across department-wide documents.
• Maintain operational materials across SharePoint and any Knowledge
• Management Systems (KMS), ensuring content is accurate, archived, and user-friendly.
• Align documentation with both operational requirements and brand standards.

Collaborate Review & Brand Consistency

• Review internal and guest-facing collateral to confirm clarity, professionalism, and adherence to brand guidelines.
• Act as a secondary contact to assist in review of branded materials, providing field teams with guidance on edits, format, and message alignment.
• Act as a secondary contact to collaborate with Marketing and Resort Operations to maintain content consistency across all resort locations.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPONSIBILITIES:

• None

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree preferred in Hospitality, Business, Communications, or a related field.
• 4+ years of experience in hospitality operations, program coordination, or process sustainment.
• Experience managing work order or maintenance platforms (Asgard preferred) and content/document repositories such as KMS, SharePoint.
• Familiarity with brand governance, field sustainment programs, and resort operations workflows.
• Passionate about excellence and best-in-class service
• Demonstrated project and program management experience in organizing, planning and executing small to mid-scale projects.
• Demonstrated effective verbal and written communication skills for the purpose of providing information to clients, vendors, senior management and staff. Ability to influence senior management. Must be able to present and defend a point of view clearly and articulately, react appropriately to unexpected reactions, etc.

QUALIFICATIONS:

• Highly organized with exceptional attention to detail and a proactive follow-through mindset.
• Strong command of Microsoft Office Suite, especially Excel, PowerPoint, and SharePoint; experience with Power BI preferred.

• Skilled in documentation structuring, content auditing, and cross-team coordination.
• Able to translate field insights into actionable improvements.
• Strong written and verbal communicator with a bias toward clarity and consistency.
• Capable of working independently across multiple workstreams and meeting tight deadlines.

PHYSICAL DEMANDS:

• While performing the duties of this job the employee may be required to sit or stand for extended periods of time.
• Will be required to bend, twist, reach, push, pull, and operate office machinery. Must be able to lift to thirty pounds.
• Specific work assignments may change without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

WORKING CONDITIONS:

The majority of work will be performed in a climate-controlled environment but may be exposed to inclement weather and varying degrees of temperature on occasion.

WORK SCHEDULE/HOURS:

Schedules will vary depending on business needs, and may entail working nights, weekends and holidays. Must be flexible to work outside of departmental operating hours.