Resort Manager

About the role

Position: Resort Manager Business Unit: MVCI Bangkok Empire Place Department: Resort Operations Reports to: Vice President | Market Operations & Asset Management Europe | Middle East | Asia Pacific JOB SUMMARY The Resort Manager has direct responsibility for all departments onsite. This is front office department, courtesy visit and pre-arrival processes, HSK, Engineering and the MVCI P&L, MVCI Brand Standards in the apartments, reserve expenditures and planning, the budget process and associate engagement for the entire team. This position has also the resposnsibility of keeping a positive and professional relationship with the Board of the condo where the MVC villas are located. The Resort Manager meets and greets members on check in days, generally connects with as many members as possible during their stay through the courtesy visits, with WTG's being an important measurement of the Resort Manager's ability to reach out to members. The Resort Manager will work directly with service providers to assist in anticipating MVCI guest expectations, as well as various audits and analysis of onsite operations in order improve to the service providers processes in guest service and efficiency. The Resort Manager will have a strong understanding of cost management but also understand that excellent guest service drives overall MVCI success. The Resort Manager is responsible for and manages all departments onsite. JOB SPECIFIC TASKS MVCI Brand Standard: Prepare and complete brand standard self-audits, action plans and follow up procedures for the site team in cooperation with the leadership team. Operational Procedures/standards: Work on streamlining operational procedures through more efficient use of programs, systems and internal processes that are already in place. Directs staff to strive for continuous improvement in all areas of responsibility and train on MVCI standards in Housekeeping, Engineering and Front Office operations. Budgets - Oversight of the operations budgets, including the reserve fund and projects Internal controls - Knowledge of internal controls and implications to guest and associate. Support DOF in building internal controls where appropriate. Systems and software: Maximize the usage of GuestWare (or similar tracking system) for the villas, including providing more detailed reporting and data with the focus on problem experience and problem resolution score GSS/Problem Experience: Establish processes to collect analyze and recommend areas to review in more detail in order to drive improved s GSS Problem Experience and Problem Resolution scores. Develop, maintain and drive the Problem Experience Committee in order to reduce the overall problem experience on site through detailed analysis and summaries in order to identify the top items for each department to work on. Tracking Systems: Establish tracking systems on EIWO, cleanliness and problem experience as needed in order to maximize the efficiencies in various operational departments with a focus on simplicity and efficiency. GSS Analysis: Analyze and make recommendations on GSS related results. Cost management - Recognizes understands the difference between fixed and variable costs with related impact on revenue flows impacting the bottom line. Monitors and reviews with DOF the allocation methodology from MI monthly. Business efficiency - With the site DOF, has a proactive mid term view of the businesses with the objective of matching costs with revenues to the extent practical. Understands the key metrics and manages to them. Corporate/Legal Compliance: Ensure full compliance with MVCI SOPs and guidelines, as well as local and national legal requirements and guidelines. Business Continuity: Full knowledge and understanding of Marriot Business Continuity Plans and Actions. Associate Relations: Ensures MVCI associates are treated fairly and equitably. Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team. Drives engagement scores and ensures follow up to survey process is documented. Associate Recognition: Celebrates successes and publicly recognizes the contributions of all team members. Performance: Manages all responsibilities according to plans and directions, within budget and through efficient time management. Communicates expectations, recognizes performance, and produces desired business results. Property Performance: Through interactive leadership keeps the site teams focused on the critical components of operations to drive guest satisfaction, associate satisfaction and the desired financial results. Maintains strong working relationship with other managers and stakeholders to ensure effective communications for operational issues. Seeks a win-win situation when hotel and MVCI objectives contrast. Hotel role - Director of Operations understands and supports the hotel market strategy. Manager on Duty: Participate in site MOD program and hotel related ev

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