Assistant General Manager - Capital Vacations

SUMMARY:
Full Time Position. Assists the resort General Manager to ensure efficient and profitable operation by performing the following duties personally or through subordinate supervisors. Assistant Manager is required to spend at least 50% of their time directly supervising staff. Leads by example, builds morale, motivates and helps maintain the highest standards of excellence in Vacation Ownership amongst the employees.

REPORTS TO/ SUPERVISON RECEIVED:

• Manager: General Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES:
1) Works directly with the General Manager to achieve the goals listed below. Other duties may be assigned.

2) Works weekends and holidays.

3) Establishes standards for personnel administration and performance, service to guests, rental room rates, guest credit and payment policies, customer service, and type of guests to be solicited (Bonus Time, Vacation Time or rental).

4) Reviews night audit and daily paperwork for accuracy and completion.

5) Prepares and adjusts work schedules for Front Desk employees. Coordinates vacation requests to ensure that sufficient coverage is available during scheduled vacations or unexpected absences.

6) Assists in recruiting new employees for vacant positions. Responsibilities include advertising, initial interviewing, reference checks, and offering hiring recommendations to General Manager.

7) Assists in the coordination and planning of Guest Activities and special events.

8) Allocates funds, authorizes expenditures (in the absence of General Manager), and assists in planning budgets for departments.

9) Requisitions supplies and equipment for the Front Office.

10) Processes reservations and advance registration payments. Oversees the assignment of owner, exchange, and rental guestrooms based on room availability and restrictions due to timeshare ownership of individual units.

11) Processes and logs bills and statements for payment by VRI Accounting.

12) Conducts random inspections of guests’ rooms, public access areas, and outside grounds for cleanliness and appearance.

13) Assists the Manager in planning, developing and implementing resort policies and goals.

14) Coordinates designated activities of departments including Housemen/Valet, Housekeeping, Maintenance, and Customer Service to affect operational efficiency, economy and guest satisfaction.

15) See that Housemen keep entrance to lobby clean, vacuum lobby floors, sweep outside areas, empty ash urns, shine luggage carts, clean and polish glass on lobby doors.

16) Directs and coordinates services provided by Front Desk personnel to ensure efficient operation, guest satisfaction, and to maintain positive position in exchange industry.

17) Analyzes Front Desk and Back Office budget requests to identify areas in which expense reductions can be made.

18) Meets with desk staff and reviews activity, guest satisfaction, and occupancy reports to determine changes in activity programs or Front Desk operations.

19) Directs preparation of directives to department supervisors outlining policy, program, or operations changes to be implemented.

20) Promotes the resort within the local community.

21) Acting Manager in the absence of the General Manager. Make decisions based on general operating procedures established by resort, Board of Directors, and Vacation Resorts International.

22) Works with owners and guests on a personal level to resolve problems or complaints. Handles special requests and unusual circumstances with compassion and understanding, in order to improve overall owner and guest satisfaction.

23) Serves as liaison between owners, RCI, and VRI. Provides information and assistance to owners inquiring about management and exchange company policies and procedures.

24) Acts as in-house representative for questions pertaining to payment of assessments and fees. Contacts owners whose fees are delinquent prior to the submission of their account to VRI collection agency. Works to resolve payment problems or disputes within Assessment Billing and Collection policy guidelines. Has limited authority to establish payment plans.

25) Both General Manager and Assistant Manager will develop and implement a plan(s) to insure new owners have made reservations for their use weeks with-in four weeks after they close escrow. Review owner reservation histories to determine if owners are making timely reservations. Those owners that have not made reservations will be contacted directly by resort staff under direction of Assistant Manager.

26) Reviews monthly R.C.I. comment reports with General Manager and Front Office staff. Offers suggestions for changes to help enhance guest and owner perception of the resort and staff. Responsible for the follow through on suggestions and changes to ensure the RCI Comment Card score improve or are maintained at the highest level.

27) Conducts all required health and safety meetings/classes.

28) Conducts himself/herself in a professional manner at all times.

29) Follows all rules and regulations set forth in the latest Employee Handbook.

30) Perform other duties that may be assigned or requested by the General Manager or the VRI Director of Resorts.

KEY POINTS & EXPECTATIONS

• LEADERSHIP – Leads staff by example in terms attitude, work ethic, responsiveness and accuracy of work product.
• PROFESSIONALISM – Reflects and promotes the industry leading standing of VRI and TPI in all interactions with subordinates, clients, peers and affiliates.
• DEPARTMENT WORK FLOW – Optimizes productivity by seeking to streamline work flow and processes.
• ATTENTION TO DETAIL – Performs regular quality assurance reviews on all work performed by subordinates. Takes responsibility for departmental errors and encourages the team to strive for accuracy.
• MULTI-TASKING – Able to organize, prioritize and effectively execute simultaneous assignments and tasks

• COMPANY VALUES – Practices, promotes and enforces company core values, policies, philosophies and goals.

QUALIFICATIONS:

1. Must have at least five (5) years’ experience as an Asst. General Manager in a Vacation Ownership resort with at least 75 units and a 24-hour desk.
2. High School graduate and working knowledge of hotel and timeshare operations.
3. Must have working knowledge of automated reservation systems.
4. Ability to deal tactfully and professionally with owners, guests, board members and public.
5. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
6. Ability to write routine reports and correspondence via personal use of word processing and spreadsheet software.
7. Ability to speak effectively before guests and employees of organization.
8. Ability to calculate figures and amounts such as discounts, commissions, percentages, and payments. Ability to apply concepts of basic business math.
9. Ability to define problems collects data, establish facts, and draw valid conclusions.
10. Ability to interpret a variety of instructions in mathematical form and deal with abstract and concrete variables.
11. Ability to properly and safely lift 30 pounds.