Director of Villas Operations

JOB SUMMARY

Functions as the Operational Business leader of the property. Areas of responsibility may include Front Office, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance and Recreation. Works with direct reports (e.g., department heads) to develop and implement departmental strategies and manage the implementation of the brand service strategy and brand initiatives. Verifies that Villas Operations meet the brand’s standards, targets customer/owner needs, monitors employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and develops positive owner relations. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Profitability and Owner Relations

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

• Analyzes service issues and identifies trends.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Maintains a strong, positive relationship with the Board of Directors of the property HOA’s.

• Attends quarterly Board of Director meeting for HOA.

• Develops yearly HOA Budget in tandem with Vistana Finance and present year to the Board of directors for approval.

• Provides leadership at Annual Homeowners Association Meeting including support for report out on the years activities and results, as well provides open Q&A for those attending the meetings.

• Conducts monthly P&L with Property team and Vistana Finance.

• Attends Quarterly Business Review meetings with Vistana Corporate team reviewing the quarter’s results to budget/forecast and overall financial health of the HOA.

• Attends Monthly Account Receivables calls with VSE Finance reviewing outstanding receivables.

• Establishes Vistana approved contracts with all vendors, verifying that appropriate records maintained for all vendors.

• Reviews reports and financial statements to determine hotel operations performance against budget.

• Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.

• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results. Reviews the Wage Progress Report.

Managing Revenue Goals

• Monitors hotel operations sales performance against budget.

• Focuses on growing revenues and maximizes the financial performance of the department

• Collaborates with Revenue Management to monetize Developer Owned units, HOA owned Units, SPG Conversion Units from Owners, and unused Owner inventory through daily rental of units through traditional means of booking rooms.

• Participates in weekly revenue forecast meetings to review current rate strategies and revenue generation.

• Participates in monthly revenue forecast reviews with Revenue Management and Owner Inventory team.

Leading Operations and Department Teams

• Functions as the strategic business leader of the property's Hotel Operations; areas of responsibility may include Recreation, Front Office, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance.

• Works with direct reports (e.g., department heads) to develop and implement departmental strategies and manage the implementation of the brand service strategy and brand initiatives.

• Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.

• Develops systems to enable employees to understand guest satisfaction results.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Performs other duties, as assigned, to meet business needs.

• Verifies that the Engineering and Housekeeping Departments successfully conduct Maintenance Weeks Program for the resort.

Managing the Guest Experience

• Reviews guest feedback with leadership team and verifies that appropriate corrective action is taken.

• Responds to and handles guest problems and complaints.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

• Oversees and manage Social Media and Reputation Management. Responds to on-line reviews within set guidelines for responding.

• Participate in monthly Social Media call with Vistana Team.

• Collaborates with Vistana Marketing to ensure the Concierge team is performing to brand and guest expectations.

• Provides leadership to drive the success of Vistana Owner-centric promotions or activities that are rolled-out to enhance the owner experience.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and manages the implementation to continually improve guest satisfaction results.

• Verifies that employees are treated fairly and equitably.

• Verifies that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).

• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

• Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

• Champions change, manages the implementation of brand and regional business initiatives and communicates follow-up actions to team as necessary.