**Relocation assistance provided** **Position Summary** Reporting to the AVP, Resort Operations, the Director of Front Office Operations & Guest Experience oversees all aspects of operational support for the Front Office across multiple brands, including MVC, Sheraton, Westin, and Hyatt Vacation Clubs. This role includes managing major project initiatives, process improvements, quality maintenance, and internal standards. Key responsibilities include implementing front office programs and initiatives, troubleshooting operations, collaborating with property leadership, conducting technical training, following up on BSA audits, supporting pre-openings and conversions, and ensuring financial accountability. The Director manages multiple direct reports, provides day-to-day field support, and partners with key stakeholders to enhance Owner/Guest experience and organizational effectiveness. Effective communication and collaboration with Corporate and field leadership are essential. **Expected Contributions** **Front Office Operations Program Development and Training** + Develop, implement, and maintain training, process improvements, QA, and standards to support Guest Experience. + Drive Front Office associate engagement and culture through incentive programs, site visits, and recognition. + Develop and implement new Front Office Operations programs, processes, and procedures. + Lead and deploy Front Office initiatives from Marriott International. + Collaborate with the RO technology team to support efforts impacting Front Office Operations (e.g., PMS Integration and Transition, Asgard, mobile application, Pacer, Salesforce) + Responsible for the day-to-day support, management, and execution of assigned projects and meeting project goals. + Define department strategy and long-term planning including programming, staffing, and financials. + Lead planning, development, and training for new property openings and transitions. + Conduct Front Office training programs (e.g., Art of Hospitality, Art of Arrival and Departure, Creating Unforgettable Moments, Pre-Shift Training). + Provide day-to-day Front Office field support including communications and webinars. + Partner with RSVP’s, Corporate Vice Presidents, and Regional Leaders to enhance Owner/Guest experience, improve organizational effectiveness, and continuously evaluate and address Front Office trends and opportunities. **Rooms Operations, Marriott Bonvoy, and Owner Recognition** + Lead change management efforts for the Marriott Bonvoy program and Front Office initiatives related to the Owner recognition program. **DART Resort Operations Support** + Serve as the Rooms Operations liaison for DART and IPSM, overseeing change management during disaster events. + Develop and implement interim processes to ensure operational continuity. + Coordinate communication strategies and collateral to effectively inform Owners, guests, regional and property leaders, and corporate support teams of these processes. + Facilitate collaboration among stakeholders ensuring seamless execution during disaster events. **Pre-Arrival and Departure** + Oversee the entire pre-arrival and departure process, including program coordination, training and change management. + Own the enterprise-wide pre-arrival strategy for Front Office operations. + Maintain and strengthen the relationship with the SLC Communication team for effective Pre-Arrival communication. + Lead changes to pre-arrival, renter information, and floor plan emails for the properties. + Generate detailed pre-arrival reports, including metrics on the number of emails sent and opened. + Drive the pre-arrival refresh for all brands. + Lead Resort Operations resource for pre-arrival and travel & stay workstreams. **Front Office Operations Technology Partner** + Act as the primary Front Office liaison on MVO and HVO Mobile applications. + Oversee mobile app requirements for Front Office operations. + Lead Front Office Operations field leadership training and communication needs as Mobile application functionality evolves. + Plan and execute operational changes for all PMS system updates, upgrades, e-patches, and system conversions ensuring standardization, checklists and process adjustments are in place. + Serve as the operational expert for FSPMS, Opera PMS, RCC, Timeshare Ware, and MARSHA. + Lead Front Office Operations for key enterprise projects supporting product transformation. **Training & Coaching** + Develop and implement training programs, process improvements and standards that align with the hospitality mission of the resort operations department while meeting and exceeding desired metrics. + Enhance existing training programs and cultivate a strong Front Office associate culture. + Develop user-friendly resources (guides, job aids, and FAQs) to support ongoing learning. + Reinforce best practices by providing continuous support, addressing questions, and offering feedback. + Develop and enforce brand standards. + Innovate and implement new Front Office processes and procedures to drive operational excellence. **Front Office Operations Support** + Provide oversight and support for day-to-day Front Office operations. + Analyze, evaluate, and enhance existing Front Office operations processes. + Develop and deliver communications and webinars for Front Office operations, as needed. + Collaborate with corporate leadership to translate strategic initiatives into actionable plans for regional and site teams. + Develop timelines, allocate resources, and delegate tasks to ensure smooth implementation of new programs. + Monitor progress of initiatives across multiple resort locations, ensuring milestones are met on time and within budget. + Provide regular status updates to leadership, reporting on progress, challenges, and resource needs. **Site Visits** + Conduct Front Office site visits to drive improved results. + Identify and address operations not meeting key guest satisfaction goals. + Support the launch and optimization of new operations. + Utilize the CMX Audit tool to identify areas of opportunities and recommend improvements for Front Office and site leadership. **Miscellaneous** + Champion continuous improvement initiatives within the Resort Operations organization by analyzing processes, monitoring effectiveness, and making strategic recommendations for enhancements. + Support and align with Sales & Marketing initiatives that drive revenue growth and Service First Marketing strategies. + Foster and support partnerships with IRM and Owner services, ensuring alignment with organizational goals and objectives. + Perform other duties as appropriate. This position requires a broad understanding of resort operations and the vacation ownership business, as well as awareness of internal and external information and emerging practices that can impact assigned projects. **Candidate Profile** **Education** + Bachelor’s degree in business management, hospitality management, or a related field, or equivalent work experience. **Experience** + Eight (8) to ten (10) years’ experience managing small- to medium-sized projects from initial concept to implementation and ongoing adherence. + Front Office property leadership experience as department head. + Multi property, region, and brand experience preferred. + Proven experience delivering effective communications that deliver against our strategies, on time and on budget. **Travel Requirements** + Travel required, including international, for approximately 20-30% of the time. **Skills/Attributes** + Strong MS Office 365 application Skills (i.e., Excel, Visio, Word, Teams, Outlook). + Strong written and verbal communication skills with proven 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 proof of performance with a high degree of integrity in dealing with sensitive business information. + Detail-oriented self-starter with the ability to manage multiple projects in a dynamic environment with minimum supervision. + Collaborative, inclusive predisposition and toward creative problem solving. + Able to work collaboratively with MVW associates in all disciplines. + Possess an exceptional work ethic, detail-oriented and be competitive in a self-directed environment. + Willingness to travel + Demonstrated ability to influence vertically and horizontally. + Proven ability to develop and maintain effective relationships with a broad group of stakeholders to build trust and influence key decisions. + Proven decision-making skills. + Ability to develop and maintain strong interpersonal relationships with corporate team members, RSVPs, RVPs, and Senior Leaders. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture