Job Description

Are you ready to grow your dream career and become part of our ohana? Aqua-Aston Hospitality is an operating business of Marriott Vacations Worldwide Corporation, a world premier organization with resorts in destinations around the globe. Join our team and help us create exceptional vacation experiences for our guests!

*Relocation assistance provided

Position Title:

General Manager – Papakea

JOB SUMMARY

The General Manager leads all aspects of the resort / property.  Responsibilities include: all aspects of the operation, including guest and associate satisfaction, human resources recruitment and retention, financial performance, maintaining relationships with the RAC (where applicable) and AOAO Board and business sales and revenue. 

Ensures implementation of the AAH brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and increased profitability. 

Builds, develops, and retains an executive and leadership team.  Capable of strategic development, strategic and operational execution, and providing guidance to all individuals.  The General Manager ensures all revenue streams are optimized in all profit centers.  Works with the Marketing teams to stimulate demand and guide the public awareness and communications to support properties operation.

Holds property leadership teams accountable for strategy execution, guides their individual professional development.   Ensures the objectives and goals of Aqua-Aston Hospitality, Condominium Owner Boards (COB), RAC (Rental Advisory Committee) and Unit Owners work together to achieve brand positioning and success.   Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.  Represents Marriott Vacation Club and Aqua-Aston Hospitality brand values in all leadership actions. 

Engagement with local community, and builds relationships with local business leaders, officials, and customers.

JOB SPECIFIC TASKS

Brand Management

Working with the Sales & Marketing teams to promote the brand in a positive light throughout the community as well as with our travel partners.

Revenue Generation

Collaborates with Revenue Management support, Field marketing, Aqua-Aston marketing, public relations, revenue, and sales teams to drive revenue for the properties.   Partners with Sales to cultivate business relationships, participates with closing business, sources new leads, and ensures operational leaders deliver customer service experiences driving repeat business and loyalty.  Participation and accountability for effective pricing strategies, understanding drivers by season, economy, market segmentation, AAH brand deliverables and customer satisfaction, ensures demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labor and capital expenses.

Managing Profitability

• Strive to maintain profit margins without compromising owner/guest or associate satisfaction.
• Identify opportunities to increase profits and create value by challenging existing processes, encouraging innovation, and driving necessary change.
• Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and associate engagement data.
• Update and communicate profit forecasts to associates/managers.
• Review property performance monthly with Regional Leadership.

Market Strategy

Works closely with Aqua-Aston to stay current with industry trends, aware of competitor offerings and develops new offerings within the market.  Develops property business and marketing plans with marketing leadership to support the property.  Creates buy in by all stake holders to deliver.

Strategy Execution

Translates these plans into executable actions for leadership and associate support and execution.  Driving customer, associate satisfaction, profitability, and market share.  Ensuring these plans and all actions support the AAH brand.  Capable of accessing team strengths and opportunities for development to ensure success of these plans.  Encourage team suggestions, creative thought, and ideas to refine and enhance the results of these plans.

Human Resources

Partnering with Aqua-Aston HR and recruiting when required, build a strong confidence inspiring leadership team.  Create and maintain a cohesive team capable of collaboration and autonomy.  Empower property leaders to executive to the marketing, business, and financial plans in accordance with the Aqua-Aston culture.  Encourage team feedback, hold the team accountable, foster independence and autonomy.  Create learning opportunities for staff to immerse them in customer service techniques in support of culture and brand.  Ensures all employees are treated fairly, and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self-available to employees (“open door policy”); ensures pay and benefits are appropriate for labor market; celebrates the success of employees in a public way; works with Human Resources to maximize employee engagement and monitor local labor environment to address issues as needed.

Champion

General Manager serves as the compass for the properties and the AAH brand.  As the compass, the GM ensures that all touch points of the resort support the brand through service offerings, services, and facilities.  GM inspires the staff to embrace the property benefits and AAH brand and become mentors within their departments to guide their teams. GM demonstrates exceptional work ethic, leadership through empowerment, and serves as a role model.

Financial Analysis

Working with the Aqua-Aston financial team, developing intelligence on market share, profitability of each profit center, associate engagement, Marriott guest satisfaction scores, financial operating performance, and product development and execution.

Managing Owner Relationships

• Develop a mutually beneficial relationship with the RAC board of directors where appropriate.
• Work with the AOAO Board of directors and employees to support the AAH rental program operations.
• Influence AOAO to maintain and accept Brand Standard changes.
• Remain current with government regulations and legislation to manage the associate relations program to ensure/enforce consistent and fair application and compliance of AAH, MVW, State, and Federal regulations.
• Maintain legally required Condominium Management license within the State of property.

Customer and community Engagement

Leads by example with high visibility with guests and local clientele.  Participates and supports Sales site inspections and public relations opportunities.  Avid consumer of guest feedback to identify trends and opportunities to enhance the guest experience and recognize star associate performers.  Embraces technology to track customer satisfaction trends and identify root cause opportunities to improve.  Meet with leadership team for presentation of Guest satisfaction results and monthly action plans.  Works closely with Aqua-Aston public relations to optimize PR opportunities through community involvement.

Management Company/Brand Compliance

Learns, embraces, and ensures management company (Aqua-Aston) culture.  Property compliance with all brand and service standards, labor, operations, safety, and legal requirements.  Ensure routine inspections and quality assurance audits are completed with each department with monthly reports. 

Education and Experience

Required Minimum:

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 8 years’ experience in the management operations, sales and marketing, finance and accounting, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 6 years’ experience in the management operations, sales and marketing, finance and accounting, or related professional area.

Preferred:

• General Manager experience in limited or full-service property, with a preference for condominium management.
• Ability and willingness to work flexible hours including weekends, holidays, and late nights.       
• Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance. 

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