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.

COMPANY BENEFITS:

•Growth Opportunities
•401K
•Comprehensive Benefits – Health, Dental and Vision Plans.
•EAP – Employee Assistance Program
•PTO - Paid Time Off
•Hotel discounts through IHG, FREE Vacations through our Club Go Program, including additional discounted employee benefits through our company Perks website
•Tuition Reimbursement & Continuing Education Courses
•Outstanding Company Culture

POSITION DESCRIPTION:

The Senior Manager of Guest Engagement will be responsible for bringing the brand promise to life in all Guest Engagement departments. This position will be responsible for ensuring a fun, safe, clean, and enjoyable environment for all guests in Activities, Recreation & small outlets areas. Consistently ensuring that we bring the brand promise to life and provide exceptional experiences to our guests. The role serves as guest advocate and key advisor to the Guest Engagement Director. Success in this role is measured primarily by onsite and post-stay guest survey responses evaluating the quality of the amenity and engagement offerings.

ESSENTIAL DUTIES AND TASKS:

• Ensure the safety of guests and team members who use the swimming pools, water slides, and hot tubs throughout the resort. Respond to any first aid calls on the pool decks.
• Development of departmental budgets and allocation of resources to meet financial goals to operate department successfully within budgetary guidelines
• Evaluate and recommend adjustments to staffing and performance targets. Manage department engagement plans, performance reviews, and succession planning.
• Promote strategies to increase overall guest engagement/experience and respond to any guest or associate issues in a responsible and timely manner.
• Demonstrate a culture of learning and mentorship for continual performance development.

QUALIFICATIONS:

• Personal commitment to deliver exceptional customer service and guest engagement
• Ability to exhibit and execute problem resolution skills
• Intermediate level mastery of Microsoft Office products.
• Demonstrated ability to anticipate, prevent and solve complex problems, and deliver consistently high-quality results in a fast-paced setting
• Demonstrate professional verbal/written communication and presentation skills. Must be fluent in English.
• Must be at least 21 years of age with a valid driver’s license, and minimum of 4 years driving experience.

SUPERVISORY RESPONSIBILITIES:

• Directly and indirectly supervise Managers, Assistant Managers, Supervisors, & Line level staff (up to 140)
• Budget management potential of $10M+ (Developer & HOA)
• May supervise or consult multiple locations throughout the resort.

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree preferred
• 5+ years management experience preferred
• 3+ years leading multiple business functions preferred
• Experience in working well in a cross-functional team environment
• Excellent verbal and written communication skills
• Strong interpersonal skills, work ethic, and professional demeanor
• Demonstrated commitment to customer service and guest engagement

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Current Red Cross, CPR, & First-Aid certifications preferred

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.