Resort Manager

About the Role

The Resort Manager has direct responsibility for all departments onsite including Front Office, courtesy visit and pre-arrival processes, Housekeeping, Engineering and the MVCI P&L. Responsible for MVCI Brand Standards in the apartments, reserve expenditures and planning, the budget process and associate engagement. Builds and maintains a positive relationship with the condo Board where MVC villas are located. Meets and greets members, conducts courtesy visits, and works with service providers to anticipate guest expectations and improve onsite operations.

Responsibilities

• Manage all onsite departments and overall Resort Operations, ensuring MVCI brand standards are met in apartments and guest areas.
• Prepare and complete brand standard self-audits, action plans and follow-up procedures with the leadership team.
• Streamline operational procedures and train staff on MVCI standards for Housekeeping, Engineering and Front Office.
• Oversee operations budgets, including reserve fund and projects; support budget process and reserve expenditures planning.
• Support and build internal controls with DOF and monitor implications to guests and associates.
• Maximize usage of GuestWare (or similar) for villas and provide detailed reporting focused on problem experience and resolution.
• Establish processes and a Problem Experience Committee to collect, analyze and drive improvements in GSS/Problem Experience and Problem Resolution scores.
• Establish tracking systems for EIWO, cleanliness and problem experience to improve operational efficiency.
• Analyze GSS results and make recommendations; monitor allocation methodology from MI monthly with DOF.
• Drive business efficiency by matching costs with revenues, understand key metrics and manage to them.
• Ensure compliance with MVCI SOPs, local and national legal requirements, and Marriott Business Continuity Plans.
• Manage Associate Relations, engagement, recognition, performance expectations and follow-up to surveys.
• Maintain strong working relationships with other managers, stakeholders and service provider leadership; participate in MOD program and hotel events as required.
• Work with DHR on performance standards, SOPs, orientation and associate basics; ensure health & safety compliance including fire safety, legionella legislation and evacuation procedures.

Qualifications

• Degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; or 5 years' experience in a senior management position within resort operations.

Additional Information

Position reports to the MVCI AP Regional General Manager and liaises with the service provider’s Director of Operations and General Manager. Position responsibilities may be expanded depending on the needs of the Resort. The Resort Manager is ultimately responsible for service provider decisions directly impacting MVCI guests.