AVP Resort Operations

Position Summary

The AVP Resort Operations oversees Rooms, Housekeeping, and Front Office Operations for all brands within MVW, including Marriott Vacation Ownership and Hyatt Vacation Ownership brands. This role is also responsible for Sustainability Operations, functioning as the business expert for Sustainability within the Resort Operations Corporate team. The role involves working with key stakeholders across Resort Operations disciplines and other Corporate partners such as procurement, finance, legal, risk, brand, and digital.

Key responsibilities include ensuring the implementation of all rooms, front office, and housekeeping programs and initiatives at the property level. Specific areas of focus include operations troubleshooting, collaboration with property leadership teams, technical training, BSA audit follow-up, pre-opening, conversions, and financial accountability for rooms, front office, and housekeeping. This role supports the Vice President of Resort Operations and Experience.

Expected Contributions

Leads a collaborative cross-functional effort across several business units (Resort Operations, Information Technology, Field Operations, etc.) in the development, roll-out and implementation of Rooms & Guest Experience projects and initiatives which impact guest experience, associate experience, and financial results.

Key Areas Of Responsibility (detailed Below)

• Room Operations & Housekeeping Experience:
• Rooms & Guest Experience Technology Support
• Rooms & Guest Experience Process Improvement Initiatives
• Vendor Management
• Lead Housekeeping & Front Office Support
• Lead Resort Operations Achievement Recognition (ROAR) Program
  
  

Resort Operations Program Development, Training and Support

• Develop, implement, and maintain training, process improvements, QA, and standards that support Rooms & Guest Experience.
• Drive associate engagement and culture through programs like ROAR, Housekeeping Appreciation Week, incentive programs, site visits, and recognition.
• Develop and implement new Rooms Operations & Guest Experience programs, processes, and procedures.
• Lead and deploy Front Office and Housekeeping initiatives from Marriott International, such as Marriott Bonvoy and Make a Green Choice/Your Choice.
• Support efforts impacting Front Office and Housekeeping Operations with the Resort Operations technology team.
• Define, create, and execute project plans and roadmaps in partnership with stakeholders.
• Lead planning, development, and training needs for new property openings and transitions.
• Partner with the brand and digital team on Rooms Operations communications.
• Lead Rooms Operations training programs like Art of Cleaning, Art of Hospitality, Art of Arrival and Departure, Creating Unforgettable Moments, and 15 Minute Trainings.
• Engage with RSVP’s, Corporate Vice Presidents, and Regional Leaders to drive Owner/Guest experience and organizational effectiveness.
• Lead pre-arrival and departure experience strategy to enhance guest experience.
• Source outside vendors for standardized programming.
• Project lead for uniform, scent, and residential amenity programming.
• Develop standards and detailed programs for all MVW resorts.
• Develop Basic Service Levels (BSLs) and Standard Operating Procedures (SOPs) for Housekeeping and Front Office.
• Provide guidance on current operations, including space planning and utilization.
• Provide daily support for field-related questions/needs.
• Monitor web communication tools to troubleshoot problems and share best practices.
• Manage communication between Corporate and field leadership, including GSS metrics, training needs, staffing guidelines, newsletters, department intranet sites, and webinars.
  
  

Villa Preventive Maintenance and Inspection Process

• Reinvent Villa Preventative Maintenance and inspection program, standardizing terminology, scope, and definition.
• Identify required tasks and frequencies for all preventive maintenance programs in Housekeeping.
• Establish comprehensive program requirements, standards, and processes for a consistent Villa PM program.
• Manage staffing and budget guidelines for resorts in support of the program.
  
  

Sustainability Lead for Resort Operations

Lead cross-functional efforts in developing, rolling out, and implementing Sustainability projects and initiatives impacting MVW ESG Goals, guest experience, associate experience, and financial results.

Strategy & Communication

• In partnership with regional and corporate leaders, understand and align with global sustainability strategy and develop regional plans for implementation.
• Act as the MVW ambassador for sustainability, communicating the company’s vision to stakeholders.
• Develop and maintain key metrics and tools to measure progress against sustainability goals.
• Educate leadership and associates on sustainability goals and policies.
• Provide leadership on regional and global policies and processes.
• Serve as a subject matter expert on projects, surveys, annual sustainability reports, and strategic planning.
• Develop and deliver training to support and educate associates.
• Partner with operational disciplines to conduct market and vendor research to improve MVW’s sustainability program.
• Deliver tools, assessments, best practices, and benchmarking to drive sustainability goals.
• Build and protect MVW’s brand equity and reputation.
• Analyze trends and influence strategy changes.
• Assist with the annual budget development process.
  
  

Initiatives And Partnerships

• Champion the sustainability program for associates, suppliers, and partners.
• Establish MVW Green Teams at resorts.
• Participate in industry events, trade shows, and conferences.
• Partner with Procurement to drive supplier sustainability results.
• Work with local governments to identify funding opportunities for sustainability initiatives.
• Partner with Finance to integrate sustainability into financial processes.
• Advance measurement mechanisms for consistent metrics.
• Drive leadership accountability and engagement with sustainability initiatives.
• Manage discipline partnerships and platforms to drive awareness and engagement.
• Represent Resort Operations in global discipline forums.
  
  

Candidate Profile

Education

• Bachelor’s degree in Hospitality Management, Business Management, or Environmental Science.
  
  

Experience

• Minimum of ten (10) years’ professional work experience with a minimum five (5) years’ experience within the hospitality industry, ideally with experience in multiple corporate support functions.
• Previous experience in housekeeping and front office programming for resorts, including space and program planning and implementation.
• Thorough understanding of resort and corporate support department processes and inter-dependencies.
• Experience leading and coordinating efforts across multiple functions.
  
  

Skills/Attributes

• Proficiency with Microsoft Office suite (Excel, Word, PowerPoint).
• Demonstrable success with executing new, division-wide programs and initiatives.
• Strong written and verbal communication skills with the ability to influence stakeholders.
• Strong customer service orientation.
• Effective interpersonal and communication skills with a balance of assertive and cooperative characteristics.
• Excellent active listening skills.
• Strong work ethic and integrity in handling sensitive business information.
• Detail-oriented self-starter with the ability to manage multiple projects with minimal supervision.
• Strong leadership and team player qualities.
• Collaborative and inclusive approach to problem-solving.
• Ability to work collaboratively with MVW associates across disciplines.
• Exceptional work ethic, detail-oriented, and competitive in a self-directed environment.
• Conceptual thinker with the ability to influence vertically and horizontally.
• Proven ability to develop and maintain effective relationships with stakeholders.
• Proven decision-making skills.
• Travel required, including international. Approximately 30% of time.
  
  

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.