In alignment with the General Manager, develops and executes initiatives for Resort Operations within designated site locations. Develops clear goals and ensures that policies and guidance are in place to clearly define responsibilities, processes, delegations, and decision-making powers for goal achievement. Maintains compliance with organizational, business, and financial regulations. 

Holds accountable and manages various Department Heads, including overseeing timetables, work schedules, management, and leadership of Team Members within the different disciplines. Attends all meetings and other managerial gatherings, as directed by Hilton Grand Vacations.

Oversees HR management practices that are executed by direct reports which include recruitment, performance management, and corrective action in partnership with the HR Business Partner and identifies and coordinates development plans for team members to ensure continued growth and success within the organization.   

Monitor all systems and processes that directly impact the guest to ensure an outstanding owner/guest experience while maintaining all brand standards. Meets with owners/guests to resolve service opportunities to their satisfaction

Maintains product and service quality standards by conducting ongoing evaluations, investigating, and resolving complaints. Develops annual business strategy and performance benchmarks to maintain outstanding service scores while identifying opportunities for growth and development, and initiating corrective action as needed. 
 

Participates in the development and oversees HOA and Operations budgets for their designated sites. Provides proper allocations and forecasting data to achieve financial sustainability and ensures effective reporting and forecasting of results in collaboration with Business Management support.

Maintains relationships, contracts, compliance, and interface issues with the operation’s business supporters and suppliers to ensure business needs and financial responsibilities are handled in a timely manner and ensures that the established preventative maintenance program protects the physical aspects of the resort.

Develops and nurtures a positive relationship with Sales, Marketing, Rental business partners, HOA Board Members as well HGV Owners and guests.

Serves as a Key Leadership Role at assigned locations.  Work in unison with the General Manager to assure consistent and aligned messaging and goals are conveyed.