Vacation Club Manager

The Role

The Vacation Club Manager is responsible for the comprehensive management of all Vacation Club operations at the property, ensuring an exceptional member experience while balancing the developer's financial objectives. This role oversees member engagement, utilization, retention, on-site experience, and revenue generation initiatives, including upgrades and ancillary services.

The position plays a critical leadership role in driving member satisfaction, enforcing club standards, and maximizing the value of the vacation club program through strategic planning, operational excellence, and cross-departmental collaboration.

Reporting Relationship: Reports directly to the Vice President of UVCI

Key ResponsibilitiesVacation Club Operations & Member Experience

• Oversee all aspects of the Vacation Club on-site operations, ensuring seamless delivery of services aligned with brand standards.
• Champion a high-quality, personalized member experience that promotes satisfaction, loyalty, and repeat usage.
• Ensure consistent enforcement of all club rules, regulations, and program guidelines.
• Act as the primary liaison between members, resort operations, and corporate teams.
• Conduct regular quality audits of the on-site experience, including accommodations, amenities, and service touchpoints.

Member Utilization, Retention & Engagement

• Drive initiatives that increase member usage of their ownership, maximizing resort occupancy and engagement.
• Develop and execute retention strategies to reduce member attrition and increase long-term satisfaction.
• Create and promote targeted offers, events, and programming to stimulate on-site activity and repeat visitation.
• Monitor member feedback, surveys, and service recovery processes to ensure continuous improvement.

Revenue Growth & Member Upgrades

• Partner with Sales leadership to support and increase member upgrades and transitions within the club.
• Identify opportunities to enhance member value while aligning with revenue goals.
• Drive ancillary revenue through active promotion and integration of resort outlets including:
• Golf
• Spa
• Food & Beverage
• Activities and excursions
• Develop and implement promotional strategies that increase on-property spend and overall profitability.

On-Site Experience & Quality Assurance

• Maintain oversight of all member-facing areas to ensure premium service delivery and brand consistency.
• Conduct regular operational audits (rooms, amenities, guest services, F&B, etc.) and provide actionable feedback to department leaders.
• Collaborate with resort management to maintain and enhance facilities in line with member expectations.
• Ensure all member communications, programming, and experiences reflect the club's value proposition.

Collaboration with Resort, Sales & Corporate Teams

• Work closely with Resort Management to align operational execution with member expectations.
• Partner with Sales teams to ensure accurate communication of club benefits and support member upgrade opportunities.
• Collaborate with UVCI leadership on strategic initiatives, inventory utilization, and member programs.
• Maintain alignment between developer objectives and member satisfaction, ensuring a balanced and sustainable approach.

Member Communications & Programming

• Oversee all on-site communication channels to ensure members are informed of:
• Events and activities
• Promotions and offers
• Club updates and policies
• Ensure a robust calendar of events that enhances the vacation experience and fosters community.

Financial & Operational Oversight

• Support budgeting, forecasting, and financial planning in coordination with UVCI leadership.
• Monitor operational performance, revenue streams, and cost controls related to the Vacation Club.
• Identify opportunities for efficiency improvements and revenue optimization.

Leadership & Team Management

• Lead, train, and develop on-site Vacation Club staff and specialists.
• Foster a culture of service excellence, accountability, and continuous improvement.
• Ensure team alignment with both member satisfaction goals and developer priorities.

Work Environment

The work for this position is conducted in an office environment. The noise level in this environment is usually moderate. Are allowed headphones for music purposes only.

Americans with Disability Specifications

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

While performing the duties of this job, the employee is occasionally required to stand, walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must be able to sit at the computer and do data entry and look at the screen for extended periods of time with minimal breaks.

Qualifications

• Bachelor's degree preferred.
• Minimum of 5+ years in Vacation Ownership, Resort Operations, or Hospitality Management.
• Strong leadership and team management experience.
• Proven ability to drive member engagement, retention, and revenue growth.
• Experience working with cross-functional teams, including sales and corporate operations.
• Strong analytical, organizational, and communication skills.
• Proficiency in Microsoft Office (Word, Excel).
• Ability to work in a dynamic, guest-focused environment.