Director of Operations

The Director of Hawaii Operations is responsible for the physical and financial strategic oversight of resort operations and interaction with Owners, Resort Management and Team Members for the Hawaii Region. The Director of Operations will ensure our Owner and Guest visits at our Hawaii Resorts exceed their expectations. Knowledge of all operational programs and procedures of our business is paramount. This role assists the VP of Operations in overseeing the community associations managed under the organization’s portfolio. A positive influence and attitude is required as this position represents the company at the Hawaii Regional office and the Corporate office in Las Vegas. CORE COMPETENCIES FOR THIS ROLE Strategic Oversight by aligning department goals with the resort’s overarching business strategy to maximize revenue, operational efficiency, ensure exceptional guest experiences and the financial performance across all departments (housekeeping, maintenance, front desk, security and activities). Develop and mentor leadership through competency training, continued feedback through 1x1’s and the company’s sponsored training programs. Collaborate with VP of Operations and other executive team and boards on strategic planning and business development. Partner with shared services departments (HR, Marketing, IT & Revenue Management) to develop and implement strategies to enhance guest satisfaction, service quality and operational efficiency. Resort Operations Perform daily walk-throughs of the resorts alongside resort management to ensure quality assurance of resort and guest experience. Set up weekly 1:1 meetings with direct reports and also Resort and Sales Management to review operational advancements, comments/suggestions and action item lists. Monitor all guest survey results and implement new processes with the Resort teams to improve satisfaction scores. Track and follow up of all operational action items to enhance experiences and satisfaction of owner’s visits. Partner with leadership to ensure quality of the rooms, common areas, and the general resort to ensure the maintenance of the resort is being kept up to standards. Ensure team members have completed all required Corporate training classes to completion. Provide feedback to the VP of Operations on the items that may need to be considered in future Capital Expenditure Expenses based on member feedback and Management personnel. Work with Resort Management, Marketing Manager and the Sales Department on any upcoming projects, or changes to the resort, so that members can be informed. Host weekly meetings with on-site resort teams to enhance experience and member satisfaction. Work with the Vice President and Resort Management to create programs and experiences to enhance member experience. Maintain SOPs, related to experiences, satisfaction, and quality checks for compliance. Coach, manage and mentor on-site management with consistent One on One meetings. Assist with major capital expenditures, projects, and renovations within the region. Maintain relationship with RCI to ensure the reporting and thresholds are to standards. Work with Resort management to ensure they are receiving and responding to the members when the surveys warrant a response. Partner with Accounting to manage monthly financial results and annual budgets. Monitoring performance of Occupancy and Revenue monthly. Address concerns to Res Solutions as needed. Set-up weekly meetings for operations as needed. Process Invoices upon receipt. Solicit contracts for Resort Operations service vendors. Assist with the Regional Office operations as required. Community Association Management Comply with and enforce the governing documents and all local, state and federal laws and counsels the Board of Directors to ensure compliance. Conduct and assist the Board with all meetings of the Association in accordance with Revised Statutes, the association governing documents and other applicable statutes. Develop and submit preliminary annual budgets to the association’s Board of Directors. Make recommendations on the annual assessments and capital improvement assessments, as applicable, in conjunction with the preparation of annual budgets. Inspect all associations to ensure compliance with the governing documents and issue all appropriate letters concerning violations. Ensuring Resort Managers are maintaining monthly status reports regarding homeowner violations. Work with the membership to resolve problems and conflicts to reach mutually agreeable solutions. Inspect and report to the Board of Directors on the condition of all Association facilities, Assets and Common Elements on an ongoing basis. Recommend a course of action to remediate any problems or potential problems to the common areas of Association responsibility. Requirements Minimum: 7+ years in Resort Management or Vacation Ownership operations. Staff management (hiring, supervision, training, evaluation) skills are valuable for this position that deals with onsite Resort operations as well as centralized servicing of members. Budgeting, forecasting, strong analytical skills and organizational skills needed. Good interpersonal and communication skills necessary. Word, Excel knowledge required. Ability to work with teams of personnel from other servicing companies required. #J-18808-Ljbffr