Operations Manager - Grand Pacific Resorts

Description

GPRM is searching for leadership talent to add an Operations Manager to our team.

DESCRIPTION: As the Operations Manager, you will be responsible for effectively leading and managing all aspects of the resort operation and for delivering results that contribute to the vision and overall success of Grand Pacific Resort Management. 

REPORTS TO: Resort General Manager

PURPOSE: Responsible for providing exceptional resort oversight:

• Onsite manager during term.
• Assist with rental support services.
• Deliver consistent quality resort management with a focus on maximizing financial performance and service culture.
• Mentorship of resort Associates.
• Liaison between Associates, Board of Directors', Owners/Guests and Management Company.
• Actively participate in the growth of GPRM.

ESSENTIAL FUNCTIONS:

Associate Engagement & Empowerment

Retention and Recognition

• Actively participate in the recruitment of Associate talent.
• Performance Management, including daily development of team members and timely annual review preparation and administration.
• Ensure New Associate Orientation Participation within 30 days of hire.
• Oversee time card record keeping of resort Associates and Managers.
• Manage Associate files, to include disciplinary documentation, positive remarks, training/certifications, reviews and assessments, merit increases, action plans, etc.
• Promote BE EPIC Moments program to highlight positive interactions with Owners/Guests and peers.

Development

• Mentorship of team members and other identified Associates to assist in securing a bench of leaders for succession.
• Create time-bound action plans for improvement of Associates as needed.

Engagement

• Cultivate an environment that embraces BE EPIC values and ensure GPRM's Service Culture is embodied by all Associates.
• Ensure Annual Associate Opinion Survey responses are managed via Manager Action Plans and that GPR Listens Sessions are conducted according to the Standard Operating Procedure.
• Conduct regular team meetings to ensure effective communication of resort team and encourage celebration through monthly team Rallies.

Operational Excellence

Resort Operations

• Oversee weekly Inventory Management, including preparation and execution of relocations or rental of any vacant units.
• Manage compliance of management contracts and vendors.
• Oversight of resort appearance and Preventative Maintenance to the highest standards possible.
• Manage and oversee Construction and FF&E projects/renovations by verifying a comprehensive and strategic, time-bound plan is in place.
• Knowledge of resort's CC&R's and Rules & Regulations to ensure compliance.

Brand Standards

• Ensure consistency and adherence to all GPR Brand Standards & Standard Operating Procedures (Best Practices).
• Host weekly Coffee Klatch activity to generate face-time and feedback with resort Owners.
• Follow-up on Quarterly Resort Audit Action Items and ensure compliance to actionable items reviewed during audits.
• Conduct weekly property walks and monthly property audits with plans to improve results, along with Mystery Shop results.
• Manage Annual Owner Survey action items and focus on increasing Owner Satisfaction scores year-over-year.

Service Culture

• Customer service standards (quantitatively/qualitatively) are achieved according to goals in all departmental categories.
• Maintain NPS Score at a 75% threshold or higher.
• Monitor and encourage TripAdvisor reviews, and engage with Owners/Guests to improve resort rankings quarterly.
• Support GPRM's Core Purpose "Enriching Lives by Creating Experiences Worth Sharing" via assuring all service best practices are embraced and adhered to.
• Review Exchange Company survey data, along with internal survey data.
• Comments and/or complaints must be appropriately responded to in a timely manner, with corrective action implemented.
• Monitor Owner/Guest satisfaction scores, various survey responses and Board of Director activity, and provide a plan to improve results.

Safety

• Maintain an accident-free work place, and celebrating safe work practices.
• Involvement in resort Owner/Guest and Associate Safety, including monthly safety walks, safety meetings and resort-specific safety programs.
• Participation in Worker's Comp Claims and Incident Reporting.

Special Projects

• Volunteer for and accept special projects.
• Flawlessly execute projects according to identified scope and timeline.

Qualifications

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination or knowledge, skills and abilities:

• Ability to diffuse difficult customer situations and adapt to individual circumstances or needs.
• Advanced knowledge of the Timeshare industry and leadership.
• Dynamic team player who can think creatively, manage innovation and effectively challenge existing practices.
• Dedicated to contribute to an energetic team with a laser focus on the GPRM Core Purpose and Values.
• Ability to provide timely, direct complete and actionable feedback to others.
• Demonstrated ability to influence all levels of the organization with their presence and business acumen.
• Excellent oral, written, presentation and public speaking skills. Possess strong financial literacy and analysis capabilities.
• Participate in the development of short and long-term financial and operational goals.
• Ability to assess/evaluate Associates' performance in a consistent manner.
• Ensure that Owner/Guest/Associate satisfaction is consistently obtained and maintained.
• Advanced knowledge of the key principles and practices within all GPRM disciplines, including practical knowledge for management of Associates and dealing with complex problems.
• Strong organization and project management skills.
• Perform and assist with hands-on maintenance and repair tasks
• Perform and assist with hands-on room cleaning, and unit inspections.
• Lead and assist with all front-and back of house operations.
• Proficient in operating reservation systems, including managing bookings, processing payments, adjusting inventory, generating reports, and trouble shooting system issues.

EDUCATION/FORMAL TRAINING/EXPERIENCE:

• 3-5 years proven successful experience in Hospitality industry required.
• Bachelor Degree or higher in Hospitality Management, Business Administration, or related major preferred.

PHYSICAL DEMANDS:

The physical demands described below are representative of those that must be met by an Associate to successfully perform the Essential Functions of this job.

• Work tasks are performed indoors and outdoors at resort locations. Temperature will vary depending on location.
• Occasionally required to climb, balance stoop, kneel, crouch or crawl.
• Frequently required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.

WORK ENVIRONMENT:

• The noise level in the work environment is usually moderate
• Due to the nature of the Resort Hospitality industry, Associates may be required to work varying schedules to reflect the business needs. In addition, attendance at all scheduled meetings, training and seminars is necessary.
• Travel may be required