Dir Front Office Operations at Westwood Corporate Headquarters with Marriott Vacations Worldwide - Career Site

Date Posted: 9/15/2017

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

**Relocation Assistance Provided**

Generic Position Summary

As a member of the professional staff, contributes a high level of specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support department and/or function objectives. Generally works with considerable independence, developing operating plans and related operational processes for own department in alignment with broader business objectives.

Specific Job Summary

The Director of Front Office Operations has full responsibility for all aspects of operational support related to the key functional discipline effort of Front Office including major project initiatives, process improvement, maintenance of quality and internal standards, and ongoing support.

Functions as the strategic business leader for the enterprise for Front Office operations. Responsible for planning, developing, implementing and evaluating processes, programs and standards to drive quality front office performance in all MVC, MVC Pulse, and GRC branded resorts. Position develops and implements strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Front Office operations meet the brand's standards and targets customer needs. Develops and implements enterprise-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees.

Generic Expected Contributions

  • Develops operating plans and workable business processes for own department in alignment with function strategy.
  • Manages larger business processes and/or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results.
  • Responds to, solves and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff. Typically influences work of cross-functional or extended teams.
  • Assists more senior associates in achieving business results by:

- acting in a consultative fashion to implement programs impacting the broader organization.

- assisting in the development and communication of broader organizational goals.

- achieving results against budget within scope of responsibility.

- taking calculated risks to move the department or team forward.

- developing and using systems to organize and keep track of information.

- balancing the interests of own group with the interests of the organization.

- working with others to identify and remove barriers to success.

  • 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

(MVC, MVCP and GRC branded properties)

Front Office Program Development

  • Development and implementation of training, process improvements and standards that support the hospitality mission of the resort department while achieving desired metrics
  • Maintenance and enhancement of existing training programs and FO associate culture elements
  • Develop and enforce brand standards
  • Develop and implement new Front Office processes and procedures

Front Office Support

  • Provide day to day support to the Front Office operations including Front Desk, AYS, Rooms Control
  • Communicate updates to Front Office teams

Front Office System Support

  • Ongoing support for FSPMS, Opera PMS, MARSHA, EASy, Universe, Asgard, ALM, eBonus
  • Participate in GPMS strategy / implementation
  • Manage System approvals for various systems such as above property Opera, eBonus and EASy


  • Ownership of enterprise Pre-Arrival strategy
  • Maintain relationship with SLC Communication team on all Pre-Arrival communication pieces including:

- Pre-Arrival Emails / Renter Information Emails

  • Facilitate changes to Pre-Arrival, Renter Information and Floor Plan emails for the properties
  • Provide Pre-Arrival reporting (# sent, # opened, etc.)


  • Program Champion for

- The MVC Performance Standards

- Fundamentals of Hospitality

- Creating Unforgettable Moments

- Fundamentals of Service Recovery

- ADA Training Modules

- Front Office Playbook

  • Learning Coalition delegate for Resort Operations

Site Visits

  • Conduct Front Office Site Visits to drive improved results, including:

- Identifying operations that are not meeting key guest satisfaction goals

- New operations

Use Steton Audit tool to identify areas of opportunities and suggest methods to improve processes/procedures to Front Office and site leadership


  • Manage Front Office Collateral space; responsible for maintaining brand standards
  • Participate in redesign of collateral for re-branding effort
  • Oversee vendor relationship with AS Hospitality, RFID Hotel, Maui Printing


  • IPSM Liaison
  • Support Sales & Marketing efforts that "fuel the sales engine"
  • Maintain Front Office web site resources
  • Front Office communications

Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a professional position requiring significant knowledge and experience in one or more disciplines and/or business operations as well as associate and/or organizational management experience. College degree and/or relevant experience generally required.

Specific Candidate Profile

Successful candidates for this position have a

  • College degree or equivalent work experience in Hospitality Management
  • Minimum of 5 years of experience in the field, as well as in several corporate support functions
  • Experience with front office operations programming for resorts
  • Demonstrable success with the execution of new, division-wide programs and initiatives
  • Thorough understanding of existing work processes of resorts and corporate support departments, as well as of inter-dependencies between resort operating departments and corporate support departments
  • Collaborative, inclusive predisposition and toward creative problem solving
  • Strong customer service orientation
  • Experience in leading, managing and coordinating efforts and resources across multiple functions
  • Strong written and verbal communication skills
  • Willingness to travel (30%)

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


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