Director-Resort Operations- Mid-Atlantic

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

Job Summary

The Director, Resort Operations will be responsible for carrying out the resort management mission, strategic plan, service requirements and budgetary functions as prescribed for the properties within the assigned region.  Resort management responsibilities include overseeing all administrative, accounting, guest services, maintenance, and other such functions prescribed by the individual property.  The Director will develop and train their respective RMs on any new service standards & quality tracking process and ensure that the “Count on Me” service culture is followed at all levels of resort management.

Essential Job Functions

1. Ensure Count on Me service culture is practiced at all levels of resort staff     10%

2. Participate in annual budgeting process and financial accountability at the site level 15%

3. Consistently implement auditing of compliance with procedures and processes 10%

4. Interface with necessary departments to maximize efficiency of problem resolution and delivery of support services to the field. 15%

5. Hire, supervise, coach, discipline and conduct performance evaluations for resort managers in collaboration with RVP.  15%

6. Monitor high potential resort managers and ensure their growth within the company 10%

7. Act as liaison between corporate departments and the properties.  Communicate resort needs and requirements to RVP and various corporate departments.  Lead and monitor corporate projects as assigned. 20%

8. Attend, as necessary, HOA Board Meetings representing Wyndham leadership and presenting both HOA and corporate initiatives to the Board. Act as the face of Wyndham to the Boards. 20%

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Travel Requirements

The Director will be required to live within their respective regions. They may office at a neighboring resort or at their home. They will be required to attend all of the HOA Board meetings for the resorts in their region either by phone or in person. They will discuss the attendance required with the RVP. Minimally the Director is expected to visit each resort monthly conducting unit inspections, financial reviews and participating in employee meetings. 

Minimum Requirements and Qualifications

• Requires substantial and successful track record in timeshare operations

• Minimum of ten years timeshare and hospitality experience

• Leadership experience; preferably 5 years or more.

• Multi property experience preferred.

• Proven track record of successes in achieving revenue and service objectives.

• Proven ability to recruit, motivate and train a team of professionals.

• Three to five years of related timeshare experience.

• Strong detail orientation.

• Computer literate with solid financial spreadsheet capability.

• High ethical standards combined with a proven customer service mentality.

• Bachelor’s degree with preferred post graduate studies or degree

• Training requirements (licenses, programs or certificates)

Complexity

• Director will assist Resort Managers with budget approvals including annual and Renovation budgets. Director will be required to approve HOA invoices over set limits and all corporate expenditure in the district.

• Director will meet weekly with RVP to review businesses in the region and to present working schedule to RVP.

• Director is responsible for HOA savings and Resort Management profitability in the district. They are charged with finding ways to save HOAs money while trying to increase corporate revenues while maintaining good relationships with HOA Boards.

• Reporting to the Director will be the Resort Managers or any other corporate managers in the district. Supporting the Director will be the regional Admin Support which may be located at or near the RVP.

Scope/Financial Responsibility

The Director, Resort Operations is directly responsible for all association contracts within each resort of responsibility, which includes full knowledge and execution of all the terms and conditions as individually specified.  The Director is directly responsible for representing the resort with the various boards of directors along with the respective local Resort Manager.  The Director, along with the site Resort Managers, are responsible for public relations as it relates to the individual board members and membership at large.  This includes community and master POA's, where applicable.

This Director will be responsible for the HOA and Corporate financial success of the assigned area. In addition the Director will partner with other Wyndham BU’s to find greater efficiencies and profits for Wyndham Destinations.

Organizational Relationships

Accounting – Support initiatives with local and corporate accounting teams.

Resort Renovation and Design – Work with management and the design team to ensure that budgets are met and that product is of Wyndham standards.

Club Management – Communicate with CWP leadership whenever necessary exploring ways to improve the customer experience.

Senior Leadership – Keep the SLT appraised of any situations whereby there may be undue risk for the company or associates.

Audits – work with both QA and IA teams to ensure the resort’s comply wherever possible and communicate with the audit teams if and why such compliance is impossible, working with both teams to provide solutions to resort management.

Association Governance – Ensure that the resorts are in full compliance with AG standards. Coordinate meetings with regional AG managers and resort managers.

Learning and Development – Partner with L & D to develop and manage Development Plans for the managers in the district.

Sales and Marketing – Work closely with Sales and Marketing in an effort to continue to improve the partnering between departments.

HR - Partner with regional and corporate HR leaders to coach, train, discipline and recognize the management teams and associates within the region. Familiarity with the Wyndham policies and procedures is expected.

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.