Area General Manager

The Area General Manager (AGM) is responsible for managing and overseeing the operations in Virginia. The AGM ensures the achievement of financial, operational, and customer service objectives while maintaining a high level of associate engagement. This individual will lead, coach, and develop managers within their area to ensure consistent business performance, customer satisfaction, and operational excellence.

Key Responsibilities:

1. Oversight of Timeshare Operations:

• Timeshare Sales & Marketing: Coordinate with the sales teams to ensure effective timeshare sales operations across the three properties, ensuring targets for both direct sales and exchanges are met.
• Owner Relations: Manage the relationship with timeshare owners, ensuring they are satisfied with their ownership experience, handling issues, and promoting retention and renewals.
• Resort Usage: Monitor occupancy levels, ensuring efficient use of timeshare units, and exploring opportunities for increased sales and occupancy, particularly during off-peak seasons.

2. Operational Management:

• Oversee all day-to-day resort operations, ensuring each property maintains high standards of hospitality, maintenance, and guest services.
• Ensure all departments (front desk, housekeeping, maintenance, etc.) are aligned to provide a seamless experience for both timeshare owners and guests.
• Ensure timely and high-quality execution of check-in/check-out processes, as well as general guest services.
• Analyze financial performance and implement corrective actions when needed.
• Prepare reports and forecasts on financial performance and provide recommendations for improvement.
• Ensure all properties continue to uphold Gold Crown Standards.

3. Staff Management and Development:

• Lead and support property managers and staff across the properties ensuring alignment with company policies and procedures.

• Identify training needs, and provide ongoing coaching and development.
• Ensure staff provides exceptional service for both owners and guests, working to meet customer satisfaction goals.

4. Financial Oversight and Budgeting:

• Monitor the financial performance of the properties, including timeshare revenue, maintenance fees, and operational costs.
• Develop annual budgets for each property, closely managing revenue streams such as timeshare sales, rentals, and maintenance fee collections.
• Ensure profitability while maintaining cost-effective operations across the three locations.
• Identify and implement strategies to reduce operating costs without compromising service quality.

5. Customer and Owner Experience:

• Enhance timeshare owner engagement initiatives, ensuring they are regularly informed of resort offerings, upgrades, and events.
• Address and resolve complaints or issues from owners and guests quickly and professionally, with an emphasis on retention and satisfaction.
• Work with the resort’s customer service team to ensure owners receive timely updates on their timeshare benefits, maintenance fees, and upcoming promotions or events.

• Ensure a high level of customer satisfaction and address customer concerns or escalations.
• Maintain positive relationships with key clients, stakeholders, and external partners.

6. Sales & Marketing Collaboration:

• Collaborate with the timeshare sales and marketing teams to ensure that advertising, promotions, and presentations align with company standards and customer expectations.
• Help promote programs to increase timeshare sales, such as referral programs, seasonal promotions, or upgrades.
• Develop and implement strategies to attract new owners while retaining existing ones through personalized offers and benefits.

7. Compliance & Regulatory Oversight:

• Ensure compliance with timeshare industry regulations, including those governing sales, marketing, and owner rights.
• Stay updated on local, state, and federal laws concerning timeshare operations and make necessary adjustments to operations.
• Oversee risk management protocols, ensuring a safe environment for both guests and staff.
• Ensure all locations comply with health and safety regulations, company policies, and legal requirements.
• Conduct regular audits and assessments to ensure operational compliance.
• Identify and mitigate potential risks to business operations.

8. Strategic Planning & Execution:

• Develop and execute business strategies to achieve short-term and long-term goals for the area.
• Identify new business opportunities and growth areas within the region.
• Set measurable objectives and track progress toward achieving them.
• Collaborate with other senior managers to align regional strategies with company objectives.

9. Long-Term Strategic Planning:

• Develop and implement long-term strategies for growth and improvement for the timeshare program, including expanding owner base, increasing sales, and improving overall guest experience.
• Collaborate with senior management to align property performance with the company's larger strategic goals.
• Regularly assess industry trends and adjust strategies to stay competitive in the timeshare market.

Qualifications:

• Experience: At least 5-10 years of experience in hospitality, with a focus on leadership roles. Experience managing multiple properties is strongly preferred. TSW or Cloudbeds experience is strongly preferred.
• Skills: Strong leadership, communication, and interpersonal skills. Expertise in timeshare operations, including sales, owner relations, and financial management.
• Education: A Bachelor’s degree in Hospitality Management, Business Administration, or a related field is typically required. Advanced certifications in timeshare management can be a plus.
• Knowledge: In-depth understanding of timeshare contracts, legal requirements, and industry best practices.
• Travel: Ability to travel frequently between the three properties in Virginia.

Additional Key Attributes:

• Customer-Centric Focus: The timeshare business thrives on owner satisfaction and retention. The Area General Manager should excel in creating positive, long-lasting relationships with owners and guests.
• Results-Oriented: Focused on hitting both financial and guest satisfaction targets.
• Problem Solver: Quick to address operational or guest issues, balancing both owner and guest needs while ensuring resort profitability.