VP Resort Operations - FL & Caribbean

Relocation Benefits Available

POSITION SUMMARY

Generic Position Summary

As a senior member of the professional staff, contributes expertise in a discipline (e.g., Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support function and/or discipline objectives.  Works with a high degree of independence, developing short-term goals for own department(s) and monitoring the flow of work between own department and others in alignment with broader business objectives, selecting and developing effective managers and work teams, and managing own organization through reliable systems and processes. Is a recognized authority in area of specialty, often serving as discipline interface with other areas.

Specific Job Summary

The Vice President, Customer Experience for Marriott Vacation Club (MVC) functions as the strategic business leader in the areas of Resort Activities/Recreation, Food and Beverage and Resort Operations, providing expertise, strategic direction and insight regarding Association operations including all resort activity related departments, food and beverage, housekeeping, engineering and front office departments in alignment with Brand standards and processes.

The Vice President will define and lead the strategic vision for the Resort Experience, encompassing Food & Beverage and Activities, with a focus on elevating offerings tailored to seasonal guests and owners. This role also provides executive-level guidance to support the business objectives of Associations and Boards of Directors. By assessing current operational performance, the VP will develop and execute strategies aligned with enterprise goals, capital and reserve plans, implementing systems and processes that drive excellence across recreation, culinary, and overall resort operations.

This leader will have accountability to the sales, profits, Association financials, guest satisfaction surveys (GSS), and related metrics. The VP will promote organizational alignment by ensuring that overall business direction and strategies are understood by all associates throughout the Food & Beverage, Activities/Recreation, and Resort Operations, Resort Activities and related areas of the business.

CONTRIBUTIONS

Generic Expected Contributions

• With a general planning horizon of 0 – 3 years, sets direction for area(s) of responsibility to achieve desired goals in alignment with function and/or discipline strategy.
• Leveraging knowledge and experience in area of expertise:
  • identifies and implements improvements to business processes.
  • evaluates alternatives and makes judgements on a full range of business issues.
  • provides ongoing advice and guidance to the business concerning issues related to area of specialty.
• Manages large and/or multiple departments, processes and/or projects that have a broader function and/or discipline impact. Generally, influences work of cross-functional or extended teams.
• Makes department/multi-department resource decisions that have a financial impact as well as an impact on meeting discipline and/or business goals.
• Works to enhance the organization’s capabilities through effective staffing and development of others by:
  • developing recruiting strategies based on evolving needs and profile of the business.
  • using appropriate company interviewing tools to hire the best managers available from inside or outside.
  • setting and maintaining high standards for team and individual performance.
  • providing timely coaching and feedback.
  • making and rewarding distinctions in performance.
• Assists senior management in achieving business results by:
  • contributing to the development of long-term function and/or discipline strategy.
  • sharing relevant information to help others understand and support business objectives.
  • achieving results against budget within scope of responsibility. 
  • building relationships across the organization to align own technical area with broader organization direction and facilitate own function and discipline goals.
  • contributing on a regular basis to operating efficiencies by recommending new and creative business management techniques.
  • removing barriers to achieve greater performance.
• Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.
• Performs other duties as appropriate.

Specific Expected Contributions

Resort Operations / Experience Planning / Execution

• Lead and facilitate the delivery of sustainable business results against growth and profitability objectives of the Region.  
• Ensure strategies and actions to exceed guest expectations and deliver high quality products and services are in place to create owner loyalty and guest satisfaction.
• Responsible for development of Basic Service Levels (BSLs) and Standard Operating Procedures (SOPs) for all components of onsite experience, including Activities, Fitness Centers & Fitness Programs, Concierge, Poolside Experience and Spa Services (where applicable).  Include the sourcing of outside vendors for standardized programming (health programs), consumables, games, and FF&E for Activity departments.
• Develop the execution models for roll-out by General Managers at each location in the food and beverage, activities/recreation, front office and housekeeping areas of the business ensuring owner/guest and associate satisfaction, financial management and quality assurance.
• Develop standardized customer and site experience collateral for all regional locations.
• Ensure properties deliver against Quality Assurance (QA) operation review and discipline initiatives to build brand equity and owner satisfaction.
• Partner with Asset Management and Architecture & Construction leadership to execute strategies aligned with enterprise objectives, capital investment plans, and reserve funding priorities. Implement scalable systems and processes that drive measurable business outcomes for the company, individual resort Associations, and the broader operational portfolio—ensuring organizational readiness and long-term value creation.
• Play key role in assisting Resort Operations Planning development process of activities/recreation, Food and Beverage, front office, engineering and housekeeping programming.  Providing expertise to design process for market projects, due diligence and operations excellence.  Work with corporate groups as appropriate to ensure smooth development/pre-opening/conversion process.
• Develop and maintain the current key metrics for each area of responsibility.  Include rewards and recognition of key contributors to enhance the company’s service culture.
• Be a strategic business partner within the Resort Operations Corporate Team (ROCT) Provide functional and business expertise and strategic perspective to develop quality products and services to meet or exceed the needs and expectations of owners, guests and associates and provide a return on investment for the company.
• Provide leadership to the food & beverage and activities/recreation ancillary businesses, front office and housekeeping by setting priorities aligned with the enterprise balanced scorecard key business priorities.  Identify service improvements, anticipate challenges, and create competitive breakthrough strategies. 
• Protect and strengthen MVW’s competitive advantage by advocating and supporting sound business and operational decision making.  
• Advise the MVW Resort Operations leadership team on existing and evolving business and operation issues; help enhance the team’s operational and business skills.
• Serve as change agent and provide oversight into the implementation of related programs and key initiatives.
• Partner with HR to attract, retain, and continuously develop a diverse pipeline of high-performing talent, ensuring organizational readiness and leadership continuity to support long-term business success.
• Maintain high performance levels by assisting onsite Customer Experience leadership in the hiring of the best, coaching & developing, ensuring everyone understands the expected contributions, addressing performance issues and aligning performance and rewards.
• Transfer functional knowledge and develop food and beverage, activities/recreation, engineering, housekeeping and front office skills of other managers.
• Represent the company at industry ARDA-ROC meetings.
• Oversee management contract negotiation, leading site integration negotiations and contract formation, ensure compliance. 
• Sell ideas persuasively and influence without direct authority.  Negotiate skillfully in tough situations, settle differences and win concessions without damaging relationships.

Condominium Owners Association (COA) Administration

• The VP is expected to foster strong, collaborative relationships with elected Association Boards to ensure alignment on capital planning, service standards, and governance practices. This includes providing strategic leadership, maintaining operational transparency, and delivering consistent performance updates that enable informed decision-making and build trust with owners.
• Responsibility for the corporate COA Governance team.
• Build effective working relationships with internal (onsite and corporate management, enterprise-wide resources) and external parties (Owners/Guests, Joint Venture (JV) Partners, Consultants, Board of Directors (BOD)).
• Ensure that JV Partners are considered in designing/ implementing key initiatives, whenever applicable.
• Advise BOD on operations standards, food and beverage concepts, quality assurance issues, if the ancillary business belongs to the COA.  Advise on Housekeeping, Engineering, and Front Office enhancements to improve owner satisfaction.
• Execute the role of developer representative for new locations.
• Manage Association and Board communication and recognition.

CANDIDATE PROFILE

Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a senior position requires significant knowledge and experience in one or more disciplines and/or business operations as well as associate and organizational management experience.  College degree required.  Advance degree or professional certification is typically required.

Specific Candidate Profile

Education:

• Minimum of four (4) years college degree in Business preferred or equivalent experience.
• Master's degree a plus.

Experience

• Extensive experience within MVW or the Timeshare industry required.
• 10+ years leadership role with experience leading multiple disciplines.
• Strong leadership, management, and communication skills required.

Skills/Attributes

• Ability to build and maintain relationships that build mutual trust.
• Proactively engages in positive dialogue to build collaborative work environments for all stakeholders.
• Ability to empower team to adapt swiftly to the evolving needs of owners, guests, the business, and the Associates.
• Senior level, executive presence.
• Ability to conduct successful, senior-level business discussions / negotiations in a variety of cultures.
• Strong project management skills: ability to integrate and balance priorities, work resources, and activities for the benefit of multiple key stakeholders.
• Collaborative, inclusive predisposition toward creative and innovative problem solving.
• Ability to drive and embrace efficiency, driving progress through innovative thinking, efficient resource management, and astute financial planning.
• Ability to cultivate a mindset of continuous improvement and adaptability, enabling teams to thrive in dynamic business landscape.
• Actively promotes talent management by proactively implementing strategies to attract, recruit, develop and retain talent.
• Ability to create an environment where associates feel valued and heard.
• Ability to motivate, encourage and inspire teams to reach their full potential.

Travel

• Travel required.

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