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 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 a discipline interface with other areas.
Specific Job Summary
The Vice President Resort Operations, Vacation Ownership (VP I, RO VO) has overall responsibility for the Resort Operations corporate staff and ensures discipline standards and training are developed and delivered in support of the resort operations teams in the field. The position will report to the Senior Vice President Resort Operations Americas, MVWC. The VP I, RO VO 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 Operations will partner with SVP, as well as the Regional Vice Presidents, Resort Operations (or their equivalent) in the North American and International regions.
Promotes organizational alignment by ensuring that Marriott Vacation Worldwide's overall business direction and strategies are understood by all Resort Operations corporate staff associates.
Develops and implements both short and long-term strategies that enhance current operational performance, improve effectiveness of procedures and processes, and enhance future standards for their areas of responsibility.
Functions as the Strategic Business Leader for ROVO with overall responsibility for defining the standards for onsite: Resort Experience, Housekeeping, Front Office, and Food & Beverage, and Activities, as well as the overall standards related to the MVW Vacation Ownership brands working with appropriate brand leadership and in alignment with MVWs license agreements with Marriott International and Hyatt Hotels.
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 in achieving goals defined for the Guest Satisfaction Survey (GSS), Engagement Survey (ES), Brand Standard Audit (BSA), and other related discipline metrics.
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 in achieving 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 SVP, Resort Operations Americas, and currently has the following direct reports:
Director Rooms Operations
Director Hyatt Brand Operations
Director Resort Activities
Assoc Director Corporate Chef
Assoc Director Resort Activities
Assoc Director Food & Beverage Services
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 judgments 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
Works closely with MVW COO, SVPs, and RVPs or Resort Operations during annual planning cycle.
Develops ROVO strategic plans and supports regional Resort Operations leadership to deliver business results.
Support and facilitate the delivery of sustainable business results against growth and profitability objectives.
Oversee the development of execution models for use by RVPs of Resort Operations and the General Managers at ROVO locations, 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.
Responsible for supporting field leadership in pursuit of excellence in Guest Satisfaction Survey metrics. Constituents include EVP/COO, SVP, RSVPs, RVPs, GMs, and ROVO leadership teams.
Support resort-based technology strategy development and implementation.
Assist in development of technology specifications, vendor selection, contract management, COA communication, BOD approvals (as necessary), project implementation, and management.
Support establishment and implementation of technology roadmap and collaborate with peers on the Mobile Strategy in support of ROVO.
Help develop, implement, and evolve a comprehensive room operations software platform to manage guest and staff work orders/service requests, preventative maintenance programs, and reserve management of all COA assets.
Maintain effective training programs to ensure proper utilization and deployment of systems. Establish reporting protocols to ensure data is relevant and actionable by resort leadership.
Establish targets in relation to ROVO deliverables, with clear direction on reporting and training programs to support and drive improved results on key cross-functional metrics (Problems Experienced, Problem Resolution) in collaboration with RSVPs and RVPs Resort Operations.
Assist Asset Management / Project Delivery leaders in the development process of front office, housekeeping, food & beverage, resort activities, and guest technology programming. Providing expertise to design processes for market projects, due diligence, and operations excellence. Work with corporate groups as appropriate to ensure smooth development/pre-opening/conversion process.
Leadership
Is a strategic business partner within the Customer Engagement Process to the Customer Experience and Resort Operations teams. Provide functional and business expertise and strategic perspective to develop quality products and services to meet or exceed the needs and expectations of owners, guests, and associates.
Provide leadership to ROVO by setting priorities aligned with the enterprise-balanced scorecard key business priorities. Identify service improvements and anticipate challenges. Protect and strengthen Marriott Vacation Worldwide's competitive advantage by advocating and supporting sound business and operational decision-making. Advise SVP, GMs, RVPs, and EVP, COO on existing and evolving business and operation issues; help enhance the team's operational and business skills.
Serve as a 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. Assign clear accountability and provide both the leadership and resources to ensure that individuals deliver desired contributions and results. Monitor implementation to assure success and accountability for results.
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 and direct work groups to address common issues.
Building Relationships
Build effective working relationships with internal (On-site Management, RVPs, Corporate Resources, MI & Hyatt 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, resort experience, 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 Resort Experience, Housekeeping, Front Office, Resort Activities, and Food & Beverage skills of 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 the 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 Resort Experience, Housekeeping, Front Office, Resort Activities, and Food & Beverage quality assurance processes and brand standards, along with applicable regulations, and their potential impact on the business.
Generic Candidate Profile
Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:
Generally, a senior position requires significant knowledge and experience in one or more disciplines as well as associate and/or organizational management experience. College degree required. An advanced degree or professional certification may also be required.
Specific Candidate Profile
Education or Certification
Bachelor's degree in a related area preferred.
Graduate degree, e.g., MBA or related degree preferred.
Experience
Extensive experience within MVW required, working knowledge of Marriott International and Hyatt Hotels preferred.
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 Experience, Food & Beverage, Resort Activities, Housekeeping, 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.
Sound knowledge of the timeshare industry.
Skills/Attributes
Proven ability to set and execute long-term strategies that align with business objectives and enhance operational performance.
Strong knowledge and experience across various disciplines, including Resort Experience, Housekeeping, Front Office, Resort Activities, and Food & Beverage.
Exceptional collaboration skills to work effectively with discipline leaders, staff groups, and shared resources to meet organizational objectives.
Strong financial acumen, including budget management and the ability to achieve financial goals while controlling costs.
Experience in the development and implementation of technology strategies, including overseeing technology specifications, vendor selection, and technology roadmap development.
Proven experience managing and integrating large departments, processes, and projects with a broader function and discipline impact.
Ability to make resource decisions that impact financial and business goals while ensuring the development of talent within the organization.
Strong written and verbal communication skills, including the ability to influence without direct authority and negotiate skillfully.
Strong knowledge of Microsoft Office applications, including Word, Excel, PowerPoint, etc. for effective communication, analysis, and reporting.
Capability to respond to complex or ambiguous situations, identify innovative solutions, and balance short- and long-term business objectives.
Ability to travel, as required.
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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
