VP Resort Operations, Vacation Ownership

*Relocation Assistance Provided

System Job Title: VP RESORT EXPERIENCE, VACATION OWNERSHIP

Job Summary

As a senior member of the professional staff, contributes expertise in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support function and/or discipline objectives. Works with a high degree of independence, developing short-term goals for own department(s) and monitoring the flow of work between own department and others in alignment with broader business objectives, selecting and developing effective managers and work teams, and managing own organization through reliable systems and processes. Is a recognized authority in area of specialty, often serving as discipline interface with other areas.

The Vice President Resort Experience, Vacation Ownership provides consultation to Resort Operations field leadership in the key components of the resort experience: Front Office (including pre-arrival and concierge services in coordination with other departments), Housekeeping, Food and Beverage and Activities. This position ensures that the discipline standards and training are developed and delivered for these key components in support of the resort operations teams in the field. The Vice-President Resort Experience partners with the Regional Vice Presidents of Operations in each of the defined regions to support the on-site operations at each of the Vacation Ownership resorts.

• Develops and implements both short and long-term strategies which enhance current operational performance, improves effectiveness of procedures and processes, and enhances future standards for their areas of responsibility.

• Quickly identifies opportunities to improve resort performance, communicates opportunities to the appropriate field leader and where appropriate recommends potential solutions to drive desired results.

• Supports the field teams to achieve their financial goals related to various ancillary operations at each of our resorts (F&B, MarketPlace, etc…).

• Supports the field teams to achieve goals defined for the Guest Satisfaction Survey (GSS), Engagement Survey (ES), Brand Standard Audit (BSA) and other related discipline metrics.

• Ensures food safety standards are developed, trained, adhered to and audited throughout the Vacation Ownership resorts.

The position will report into the VP II, Resort Operations Vacation Ownership, and currently has the following direct reports:

• Assoc Director Corporate Chef

• Assoc Director Resort Activities

• Assoc Director Food & Beverage Services

• AVP of Resort Operations

• Senior Manager of Quality Assurance

Generic Expected Contributions

• With a general planning horizon of 0 – 3 years, sets direction for area(s) of responsibility to achieve desired goals in alignment with function and/or discipline strategy.

• Leveraging knowledge and experience in area of expertise:

• identifies and implements improvements to business processes.

• evaluates alternatives and makes judgements on a full range of business issues.

• provides ongoing advice and guidance to the business concerning issues related to area of specialty.

• Manages large and/or multiple departments, processes and/or projects that have a broader function and/or discipline impact. Generally, influences work of cross-functional or extended teams.

• Makes department/multi-department resource decisions that have a financial impact as well as an impact on meeting discipline and/or business goals.

• Works to enhance the organization’s capabilities through effective staffing and development of by:

• developing recruiting strategies based on evolving needs and profile of the business.

• coaching own team to collaborate with others.

• using appropriate MVW interviewing tools to hire the best people available from inside or outside.

• establishing goals and delegating tasks appropriately.

• providing timely coaching and feedback

• making and rewarding distinctions in performance.

• Assists senior management in achieving business results by:

• contributing to the development of long-term function and/or discipline strategy.

• sharing relevant information to help others understand and support business objectives.

• achieving results against budget within scope of responsibility.

• building relationships across the organization to align own technical area with broader organization direction and facilitate own function and discipline goals.

• contributing on a regular basis to operating efficiencies by recommending new and creative business management techniques.

• removing barriers to achieve greater performance.

• Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.

• Performs other duties as appropriate.

Specific Expected Contributions

Business/Functional Results

• Lead and facilitate the delivery of sustainable business results against growth and profitability objectives.

• Ensure strategies and actions to exceed guest expectations and deliver high quality products and services are in place to create owner loyalty and guest satisfaction.

• Develop the execution models for roll-out by the Regional Vice Presidents & Market Vice Presidents of Customer Experience and the General Managers at each resort in the food and beverage, activities/recreation, front office and housekeeping areas of the business ensuring owner/guest and associate satisfaction, financial management and quality assurance.

• Ensure properties deliver against QA operation review and discipline initiatives to build brand equity and owner satisfaction.

• Play key role in assisting Resort Operations Planning development process of Activities/recreation, Food and Beverage, front office and housekeeping programming. Providing expertise to design process for market projects, due diligence and operations excellence. Work with corporate and field groups as appropriate to ensure smooth development/pre-opening/conversion process.

• Develop then keep current the key metrics for each area of responsibility. Include rewards and recognition of key contributors to enhance the Marriott “Spirit to Serve” culture.

Leadership

• Provide leadership to the food & beverage and activities/recreation ancillary businesses, front office and housekeeping by setting priorities aligned with the enterprise balanced scorecard key business priorities.

• Identify service improvements, anticipate challenges, and create competitive breakthrough strategies.

• Protect and strengthen Marriott's Vacation Worldwide’s competitive advantage by advocating and supporting sound business and operational decision making.

• Serve as change agent and provide oversight in the implementation of related programs and key initiatives.

Managing Execution

• Set priorities and drive results through effective people management and processes utilizing reliable tools and leveraging resources to include other parts of the organization.

• Hold high performance expectations, willingly own results, and hold others accountable regardless of reporting relationship.

• Put in place early warning systems and appropriate metrics to identify and manage business and financial risks. Ensure brand standards are adhered.

• Develop processes to enhance communication and sharing of best practices. Coordinate work groups to address common issues.

Building Relationships

• Build effective working relationships with internal (On-site Management, RVP’s, Corporate Resources, MI Resources) and external groups (Owners/Guests, JV Partners, Consultants, Board of Directors).

• Ensure that JV Partners are considered in designing/ implementing key initiatives, whenever applicable.

• Work with the RVPs Resort Operations to advise Board of Directors on operations standards, food and beverage concepts, quality assurance issues, if the ancillary business belongs to the Condominium Owners Association and on Housekeeping and Front Office enhancements to improve owner satisfaction.

• Sell ideas persuasively and influence without direct authority.

Generating Talent & Organizational Capability

• Hire, retain and continually develop diverse, high-caliber talent that makes a strong positive impact on the organization. Anticipate future talent needs based on business plans. Develop plans to address skill and resource gaps. Active participant in the development of a global pipeline of food & beverage, activities/recreation, front office and housekeeping department talent.

• Maintain high performance levels by assisting with the On-site Customer Experience Leadership in the hiring of the best, coaching & developing, ensuring everyone understands the expected contributions, addressing performance issues and aligning performance and rewards.

• Transfer functional knowledge and develop food and beverage, activities/recreation, housekeeping and front office skills of direct reports and other managers.

Learning/Applying Personal Expertise

• Promote an organizational environment that rapidly assimilates new information to improve business performance through assertive leadership and creates a culture of candor.

• Actively pursue learning and self-development to enhance personal, professional and unit growth.

• Keep abreast of newest trends and innovations in the industry & operations field. Share learnings.

• Seek and welcome feedback. Take action to enhance performance based on experiences & coaching. Admit to and learn from mistakes.

• Understand food & beverage, activities/recreation programs, front office, housekeeping, quality assurance processes, brand standards, along with applicable regulations, and their potential impact on the business.

Candidate Profile

Education or Certification

• Bachelor’s degree in related area preferred.

• Graduate degree, e.g., MBA or related degree preferred.

Experience

• 12+ years of progressive experience in Resort operations in the Vacation ownership/hotel industry preferred (e.g., combined experience to include resort activities, rooms operations, food and beverage / quality assurance and prior strategic leadership roles or GM assignments with responsibility for multiple units. Previous experience managing the corporate functions within related industry required.

• Excellent and in-depth experience with entire scope of resort operations including resort operations, food & beverage, rooms operations, association governance, loss prevention and quality assurance skills, including experience with strategic planning, budgeting, negotiating and interpreting contracts, SOPs and project management.

• Excellent project management skills and ability to independently manage multiple projects.

• Demonstrated ability to deliver results under tough conditions, even when faced with complexity and ambiguity.

• Experience evaluating business trends and developing and successfully implementing new business programs and strategies that enhance multi-unit business performance.

• Demonstrated success in evaluating risks and developing proactive strategies and plans to mitigate business issues.

• Knowledgeable in managing owner relations issues is preferred.

#LI-HQ1

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture