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Director of Resort Customer Experience in Marriott Vacation Club, Waikoloa at Marriott Vacations Worldwide Call Center

Date Posted: 1/5/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Relocation Available - Yes


 Functions as the strategic business leader of the property's Hotel Operations for Marriott Vacation Club ("MVC"). Ensures implementation of the MVC brand service strategy and brand initiatives with the objective of meeting or exceeding owner and guest expectations. Represents MVC management as the single point of contact in resolving and tracking MVC owner or guest property related situations. The position ensures the integrated hotel property meets the MVC brand standards, quality assurance, targets customers' needs and develops positive owner relations. Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results. Liaison and partners with integrated hotel property leadership team to maximize hotel owner/guest and associate satisfaction and profitability.


 Education and Experience

 Required Minimum:

  • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 6 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.


  • 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.


  • Department Head experience in a full service hotel or timeshare resort.
  • Ability and willingness to work flexible hours; including weekends, holidays and late nights.
  • Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.


Leading Property Strategy and Operations

  • Ensures compliance with applicable agreements; for example, Resort Integration Agreement.
  • Champions the MVC brand's service vision for product and service delivery; ensures alignment amongst the integrated hotel property leadership teams.
  • Stay highly visible and interfaces with owners and guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Make key decisions and oversees execution, remove obstacles to success and ensure adequate resources are available to achieve business results.
  • Holds the integrated hotel property's leadership team accountable for all quality, financial and satisfaction criteria of MVC.
  • Develops strong business relationship and trust with integrated hotel property leadership team and hotel owner (if applicable).
  • Work with integrated hotel property executive committee to determine areas of concern and develop strategies to improve the financial performance.
  • Ensure service programs are in place and executed against.
  • Provide timely, real-time feedback on service and operations standards and details.
  • Review and follow-up on property GSS scores and comments.
  • Walk the property to ensure public spaces, grounds, work and public areas meet cleanliness/maintenance standards.
  • Conduct daily villa inspections and regular quality assurance self-audits.
  • Analyze quality assurance results and trends. Work with the integrated hotel property executive committee to develop an effective strategy to address needs.
  • Partner with MVC Sales and Marketing team to support MVC Sales and Marketing initiatives.

Managing Financial Goals

  • Reviews reports and financial statements to determine how MVC business unit is performing against budget.
  • Maintain close relationship with Innovation, Planning, and Supply Maximization (iPSM) discipline to collectively manage the inventory maximization during normal operations and during peak periods of construction and renovations.

Managing Owner Relationships (if applicable)

  • Oversee Condominium Owner's Associate (COA) management in accordance with legal requirements of the State Statue.
  • Develop a mutually beneficial relationship with the board of directors.
  • Organize, document and oversee COA meetings in accordance with Association Governance requirements of the State.
  • Work with COA to establish budget and Reserve funding for capital expenditures.
  • Influence COA to maintain and accept Brand Standard changes.
  • Remain current of government regulations and legislation in order to manage the associate relations program to ensure/enforce consistent and fair application and compliance of Marriott, State, and Federal regulations.
  • Maintain legally required Condominium Management license within the State of property.

Managing the MVC Owner and Guest Experience

  • Demonstrates and communicates key drivers of MVC guest satisfaction for the brand's target customer.
  • Analyzes service issues and identifies trends.
  • Works with integrated hotel property management team to develop an operational strategy that is aligned with the brand's business strategy and supports/facilitates its execution.
  • Reviews MVC guest feedback with integrated hotel property leadership team and ensures appropriate corrective action is taken.
  • Responds to and handles MVC guest problems and complaints.
  • Attends hotel staff meeting for the integrated hotel property to ensure knowledge of in-house activities (groups, VIPS's, etc.).
  • Attends departmental stand-ups.

Implementing and Monitoring Projects and Policies Related to Guest Experience and Safety

  • Implements the customer recognition/service program, communicating and ensuring the process.
  • Regularly tours the facility for appearance, safety, staffing, security, and maintenance.
  • Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
  • Understands and complies with loss prevention policies and procedures.

Ensuring Exceptional Customer Service

The incumbent will execute customer service standards depending on the configuration of the contractual agreement with the integrated hotel property. In some cases, the incumbent will be able to directly provide these services, in other cases the incumbent will need to ensure the service is provided by the integrated hotel property team. In either case, the incumbent responsibilities are to ensure MVW customer service standards and expectations are met.

  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand MVC guest needs and providing feedback.
  • Coordinates services issues with the integrated hotel property to ensure resolution of MVC guest concerns.
  • Serves as a leader in displaying outstanding hospitality skills, greeting MVC guests upon arrival and escorting to villa/suite.
  • Sets a positive example for guest relations (Post arrival visits to occupied suites to ensure satisfaction. Visit all Owners not escorted to provide introduction and follow-up on any inquiries.)
  • Maintains high visibility in public areas during peak times. (Walks MVC floor to ensure public space is clean and in good repair.)
  • Provides immediate assistance to MVC owners/guests as requested.
  • Records MVC guest issues in the guest response tracking system.
  • Reviews comment cards and guest satisfaction results with integrated hotel property leadership.



  • Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the company in alignment with its values.
  • Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
  • Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.
  • Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.

Managing Execution

  • Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.
  • Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required.
  • Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

Building Relationships

  • Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
  • Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with company values.
  • Fostering Inclusion - Supporting employees with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

  • Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
  • Organizational Capability - Evaluating and adapting the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.

Learning and Applying Professional Expertise

  • Applied Learning - Seeking and making the most of learning opportunities to improve performance of self and/or others.
  • Technical Acumen- Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
    • Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
    • General Property Operations - Knowledge of the operating principles and practices of all brand/property-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
  • Business Acumen- Understanding and utilizing business information (e.g., employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
    • Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
    • Management of Capital Resources - Determines the appropriate allocation of money used to accomplish work goals, and submits expenses according to guidelines; appropriately utilizes and maintains equipment, facilities, and materials needed to perform work activities.
    • Administration and Management - Understands and applies the business and management information involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
  • Basic Competencies- Fundamental competencies required for accomplishing basic work activities.
    • Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
    • Writing - Communicating effectively in writing as appropriate for the needs of the audience.

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


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