Position: Resort Manager
Business Unit: MVCI Bangkok Empire Place
Department: Resort Operations
Reports to: Vice President | Market Operations & Asset Management Europe | Middle East | Asia Pacific
JOB SUMMARY
The Resort Manager has direct responsibility for all departments onsite. This is front office department, courtesy visit and pre-arrival processes, HSK, Engineering and the MVCI P&L, MVCI Brand Standards in the apartments, reserve expenditures and planning, the budget process and associate engagement for the entire team.
This position has also the resposnsibility of keeping a positive and professional relationship with the Board of the condo where the MVC villas are located.
The Resort Manager meets and greets members on check in days, generally connects with as many members as possible during their stay through the courtesy visits, with WTG’s being an important measurement of the Resort Manager’s ability to reach out to members. The Resort Manager will work directly with service providers to assist in anticipating MVCI guest expectations, as well as various audits and analysis of onsite operations in order improve to the service providers processes in guest service and efficiency.
The Resort Manager will have a strong understanding of cost management but also understand that excellent guest service drives overall MVCI success. The Resort Manager is responsible for and manages all departments onsite.
JOB SPECIFIC TASKS
- MVCI Brand Standard: Prepare and complete brand standard self-audits, action plans and follow up procedures for the site team in cooperation with the leadership team.
- Operational Procedures/standards: Work on streamlining operational procedures through more efficient use of programs, systems and internal processes that are already in place. Directs staff to strive for continuous improvement in all areas of responsibility and train on MVCI standards in Housekeeping, Engineering and Front Office operations.
- Budgets – Oversight of the operations budgets, including the reserve fund and projects
- Internal controls - Knowledge of internal controls and implications to guest and associate. Support DOF in building internal controls where appropriate.
- Systems and software: Maximize the usage of GuestWare (or similar tracking system) for the villas, including providing more detailed reporting and data with the focus on problem experience and problem resolution score
- GSS/Problem Experience: Establish processes to collect analyze and recommend areas to review in more detail in order to drive improved s GSS Problem Experience and Problem Resolution scores. Develop, maintain and drive the Problem Experience Committee in order to reduce the overall problem experience on site through detailed analysis and summaries in order to identify the top items for each department to work on.
- Tracking Systems: Establish tracking systems on EIWO, cleanliness and problem experience as needed in order to maximize the efficiencies in various operational departments with a focus on simplicity and efficiency.
- GSS Analysis: Analyze and make recommendations on GSS related results.
- Cost management – Recognizes understands the difference between fixed and variable costs with related impact on revenue flows impacting the bottom line. Monitors and reviews with DOF the allocation methodology from MI monthly.
- Business efficiency – With the site DOF, has a proactive mid term view of the businesses with the objective of matching costs with revenues to the extent practical. Understands the key metrics and manages to them.
- Corporate/Legal Compliance: Ensure full compliance with MVCI SOPs and guidelines, as well as local and national legal requirements and guidelines.
- Business Continuity: Full knowledge and understanding of Marriot Business Continuity Plans and Actions.
- Associate Relations: Ensures MVCI associates are treated fairly and equitably. Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team. Drives engagement scores and ensures follow up to survey process is documented.
- Associate Recognition: Celebrates successes and publicly recognizes the contributions of all team members.
- Performance: Manages all responsibilities according to plans and directions, within budget and through efficient time management. Communicates expectations, recognizes performance, and produces desired business results.
- Property Performance: Through interactive leadership keeps the site teams focused on the critical components of operations to drive guest satisfaction, associate satisfaction and the desired financial results. Maintains strong working relationship with other managers and stakeholders to ensure effective communications for operational issues. Seeks a win-win situation when hotel and MVCI objectives contrast.
- Hotel role – Director of Operations understands and supports the hotel market strategy.
- Manager on Duty: Participate in site MOD program and hotel related events as required.
- Human Resources – Work with the DHR to insure MVCI performance standards, SOP’s, orientation and associate basics are in place
- Health and safety – ensures compliance with local and MVCI H&S standards, including fire safety, legionella legislation and evacuation procedure.
- Additional Responsibiltties - Position responsibilities may be expanded to cover additional areas depending on the overall needs of the Resort. The Resort Manager reports directly to the MVCI AP Regional General Manager and liaises with the service provider’s Director of Operations and General Manager for consultancy and day to day site issues. To clarify, the Resort Manager is ultimately responsible for service provider’s decisions directly impacting MVCI guests.
CANDIDATE PROFILE
Education and Experience
- Degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; or 5 experience in a senior management position within resort operations Extensive knowledge of rooms operations and/or Holiday Ownership operations; Holiday Ownership operations will be an advantage.
- Knowledge of purchasing, inventory controls, supplies and equipment
- Knowledge of overall hotel operations as they affect department service, efficiency and profitability.
- Knowledge of governmental regulations and safety standards
- Working knowledge of hotel laws governing operations
- Strong organization and strategic planning skills
- Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning.
- Intermediate or advanced computer and system knowledge
- Ability to use standard software applications and hotel systems
- Ability to evaluate business trends, determine applicability to customer profile and propose modify business strategies
- Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience
- Ability to take constructive action without relying on directions from others
- Ability to network and build relationships to grow the business
- Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals
- Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
- Strong problem-solving skills; encourages new innovative solutions when appropriate
- Strong communication skills in English (verbal, listening, writing)
- Effective influence skills
- Strong consensus building skills
- Effective change management skills
- Strong customer and associate relation skills
Skills and Knowledge
- Extensive knowledge of Resort operations including rooms, food and beverage.
- Solid knowledge of food and beverage concepts and sales strategies
- Retail merchandising skills
- Knowledge of purchasing, inventory controls, supplies and equipment
- Knowledge of governmental regulations and safety standards
- Working knowledge of hotel laws governing operations
- Strong organization skills
- Ability to effectively manage labor productivity
- Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning
- Ability to use standard software applications and hotel systems
- Ability to use strategic planning and product positioning skills to grow the business
- Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly
- Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience and maximize revenue
- Ability to manage customer preference, loyalty and satisfaction
- Ability to take constructive action without relying on directions from others
- Ability to network and build relationships to grow the business
- Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals
- Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
- Applied Business Knowledge - Understanding market dynamics, enterprise level objectives and important aspects of Marriott’s business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Economics and Accounting - Knowledge of economic and accounting principles and practices, P&L statements, operating budgets, forecasting and scheduling, and the reporting of financial data.
- Revenue Management - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
- Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Management of Financial Resources - Determining how money will be spent to get the work done, and accounting for these expenditures.
- Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective operations for the protection of people, data and property.
- Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
- Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules that apply to job (e.g., OSHA, EPA, ADA, CFC, NFPA, ASI).
MANAGEMENT COMPETENCIES: Fundamental competencies required for accomplishing basic work activities
MANAGEMENT COMPETENCIES
Leadership
- Adaptability - Develops strategies and identifies resources to impement and manage change; displays flexibility in adjusting priorities; and communicates both the needs and reasons for change and how it impacts the workplace.
- Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding. Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message
- Executive Disposition - Commands attention and respect; advocates for the objectives and values of MVCI; demonstrates composure under pressure; exhibits flexibility and adaptability.
- Leading Through Vision and Values - Keeps MVCI's values and business strategy at the forefront of decision making and actions.
- Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their potential impact and implications before making decisions, and involving and gaining agreement from others when making key decisions.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
- Strategic Decision Making - Ability to gather and organize information relevant to a long-range goal or vision, develop alternative strategies, and execute a course of action to carry out strategy.
Managing Execution
- Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.
- Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships
- Building Strategic Working Relationships - Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals.
- Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.
- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
- Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.
- Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
- Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
- Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
- Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
- Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- Business Acumen - Ability to understand and utilize economic, financial, and industry data; accurately analyzing data to make informed business decisions and develop strategies. Utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
- Technical Acumen - Understands and utilizes 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
- Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
