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.

JOB SUMMARY

The General Manager has overall responsibility for the MVCI Ancillary and HOA businesses, including, but not limited to P&L, monitoring guest service and process, MVCI standard implementation in the villas, reserve expenditures and planning, budget process ancillary CAPEX and employee engagement.  The General Manager also liaises with the process leaders in Human Resources and Finance and Accounting as well as having a close working relationship with the property S&M team.  The General Manager will work directly with leadership team and department managers to develop and maintain operational based training programs, strategic implementation of processes and pricing as well as various audits and analysis of on-site operations to drive revenue, guest service and efficiency.  The General Manager has a strong understanding of cost management but also understands that an excellent value proposition drives revenue and overall financial success.  The General Manager is directly responsible for the year around management and nurturing of the MVCI relationship with the Advisory Board of Directors.  

CANDIDATE PROFILE         

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 of operations, sales and marketing, finance and accounting or related disciplines.

OR

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

Preferred:

• General Manager experience in full-service property.
• Ability and willingness to work flexible hours including weekends and holidays.       
• Property industry work experience, demonstrating progressive career growth and a proven track record of exceptional performance. 

JOB SPECIFIC TASKS

Business Strategy Development

Stays current with industry trends and monitors strengths and weakness of competition; explores new business opportunities; develops business plans and curated commercial plans designed to maximize property customer satisfaction, profitability, and market share; ensures property business plans and commercial initiatives  are aligned with brand business strategies; translates global strategic plan into one that can be executed on property.

Business Strategy Execution

Executes business plans and defined commercial plans,  designed to maximize property customer satisfaction, profitability, and market share; ensures that property business plans and employees are aligned with brand business strategies; holds property leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability; evaluates the success of property business strategies to inform future business plan enhancements; continually ensures business plans and actions have a positive impact on property performance.

Sales and Marketing

Works closely with Sales and Marketing team to develop revenue generating strategies for the property; identifies new business leads, develops tailored sales approaches, and actively pursues leads with the Sales and Marketing team; ensures the sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals; ensures property leaders understand and leverage demand engines to full potential; augments guest preference for property through booking ease and quality interactions with sales force.

Talent Management and Organizational Capability

Creates a cohesive and high-performing Executive Committee that continuously strives for positive results and growth; coaches Executive Committee by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; ensures all managers are doing the same for their direct reports; indentifies resources needs to strengthen property team; creates succession plans for all supervisory positions and above; actively supports the staffing process; ensures effective work processes, systems and teamwork are in place to maximize individual and overall property performance.

Brand Champion

Serves as a passionate brand advocate and ensures that the intent of the brand is pulled through in the guest experience; communicates a clear and consistent message regarding property and brand goals to employees, property leadership team, and owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property; champions change; inspires and motivates team to achieve operational excellence; represents brand values in all leadership actions.

Business Information Analysis

Reviews business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction; analyzes business information to proactively address changing market conditions, ensures property operates within budgetary guidelines, and achieves profit margin goals; uses business information to identify indicators of product and service successes and opportunities for improvement; integrates business information into business plans.

Employee and Labor Relations

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 the relevat labor market; celebrates the success of employees publicly; works with Human Resources to maximize employee engagement and monitor local labor environment to address issues as needed. Through interactive leadership keeps the site teams focused on the critical components of operations to drive guest satisfaction, employee engagement, and the desired financial results. Maintains strong working relationship with other managers and stakeholders to ensure effective communications for operational issues.

Revenue Management

Works with the Revenue Management team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; establishes revenue strategy, in conjunction with the Revenue Management team, that supports brand positioning in the local market; 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 whilst controlling labor and capital expenses.

Business Efficiency

Works on streamlining operational procedures through more efficient use of existing programs, systems and internal processes.  Directs staff to strive for continuous improvement in all areas of responsibility.  Directly responsible for all operating departments of the site, including but not limited to Engineering, Housekeeping, Front Office, Golf, Spa, Grounds, F&B, Marketplace (retail), Pools, COO (Community of Owners) and Activities.  

Responsibility and oversight of the ancillary and HOA (Homeowners Association) budgets, including the reserve fund as well as CAPEX for the MVCI ancillary businesses.

Oversight of golf pricing and yield management in the golf business and all associated subsegments i.e. tennis etc.  

Collects the daily rendering of business statistics in all ancillary businesses with the objective of using pricing information and setting up processes to maximize overall revenue and profits in each business, particularly the Golf business.  Supports and leads the critique process, teaching direct reports the importance of understanding the business and the metrics that determine our success.

Recognizes and understands the difference between fixed and variable costs with related impact on revenue flows impacting the bottom line.  Monitors and reviews the allocation methodology.

Owner Relations

Builds strong rapport with property owners and their representatives (Advisory Board of Directors) through proactive and on-going communication; keeps owners informed of brand initiatives and guest experiences; provides owners with in-depth analysis of property performance, incorporating guest, financial and employee business data; manages an effective balance between owner interests and company brand interests and develops solutions that create value for both; develops and effectively promotes ideas for improving property service and profitability to ownership. Attends and gives priority to the Advisory Board of Director meetings which occur twice yearly (Spring and Fall) and leads these meetings in conjunction with the Chairperson of the Board.

Customer and Public Relations Management

Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations; establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipates needs of large groups or high profile guests in order to deliver flawless service; ensures that products, services, and events attain the appropriate publicity (“PR buzz”). Is present in public areas daily and is an ambassador for the property, brand and wider organization.

Company/Brand Policy, Procedures, and Standards Compliance

Ensures property compliance with legal, safety, operations, labor, and company brand product and service standards; conducts both routine and short-notice quality assurance audits with specific departments; holds employees accountable for performing audits on a regular basis; conducts detailed daily walk-throughs to ensure buildings, public areas, restaurant, retail shop, golf courses, pools, and grounds are well-maintained, safe, and meet or exceed guest expectations; ensures employees are appropriately trained and performing to standard.

MANAGEMENT COMPETENCIES

Leadership

• Professional Demeanor - Conveying an image that is consistent with Marriott Vacation Clubs values; demonstrating the qualities, traits, and demeanor (excluding intelligence, competence, or special talents) that command leadership respect; leads with the utmost integrity.

• Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

• Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills. Maintains efficient and regular communications with vertical reporting lines.

• Creativity and Innovation:  Forward thinking with the ability to come up with unusual or clever ideas about products, services, or work situations; challenges the status quo, developing and trying different and novel ways to deal with work problems and opportunities.

• Adaptability - Maintaining performance levels under pressure or when experiencing changes or challenges in the workplace. 

Managing Execution

• Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.

• Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required

• Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

Building Relationships

• Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

• Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with Marriott's Spirit to Serve.

• Locally Engaged - Personally connected with local community, venues, special events, history, and culture; able to build networks with local public officials, corporate executives, and companies or organizations and leverage those connections to further business interests; effectively represents the property and Marriott brand to media and in public forums.

• Fostering Inclusion - Supporting employees with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all employees are given the opportunity to contribute to their full potential.
• Owner liaison – Chief liaison with resort community of owners (COO).

Generating Talent and Organizational Capability

• Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

• Organizational Capability - Evaluating and adapting the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.

Learning and Applying Personal Expertise

• Applied Learning - Seeking and making the most of learning opportunities to improve performance of self and/or others.

• Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

• Brand Engagement: Knowledge of Marriott Vacation Club brand strategies, business plans, brand positioning, customer psychographics; shares value system and can personally relate with target guest profile.

• General Property Operations - Knowledge of the operating principles and practices of all brand/property-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Golf Shops, Golf, Spa, and Recreation/Health Club).

• Business Acumen - Understanding and utilizing business information (e.g., data used in the Marriott Balanced Scorecard related to Employee Engagement, Guest Satisfaction, and Property Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges

• Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.

• Management of Capital Resources - Determines the appropriate allocation of money used to accomplish work goals and submits expenses according to guidelines; appropriately utilizes and maintains equipment, facilities, and materials needed to perform work activities.

• Administration and Management - Understands and applies the business and management information involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.

• Sales and Marketing: Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

• Revenue Management:  Knowledge of total property revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).

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