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Cluster General Manager

Minor International PCL

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3-5 Years
a month ago
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Job Description

Job Description

Position Overview:
Responsible for the overall management of all Club Resort Operations- including managing the Club's Inventory to achieve maximum occupancy, encourage usage of Owner's Club Points and effective management of the overall positive experiences of the Owners while using their Ownership. This role is responsible for development and management of new Owner experiences and innovation within Club Resorts to add to the value proposition of the Club.

The role includes tasks such as the negotiation and roll out of service agreements at mixed use locations and linking with Club Services, Preview/Sales and Marketing operations as well as AVC corporate to ensure alignment and efficiencies as well as clear communication of all new initiatives such as new F&B outlets, concepts and themes etc.

In addition, responsibilities include operating to budgeted financial results, ensuring the adherence to AVC and MINOR brand standards, and maintaining the highest level of satisfaction for Club Owners, guests, and team members.

The role will require travel and potential change in base of operations as per business needs and the role's responsibilities may also be enhanced and adjusted as business needs require.

At Anantara Vacation Club, we are proud to represent our Club product and our resorts to our Ownership base and guests from all over the world. We treat our Club Owners, guests and our team members with respect, and work hard together to deliver the highest quality of product and service to all.

Key Responsibilities:

  • Oversee management of Club Resorts and work closely with property-based teams to lead and manage the development of the hotel strategy of AVC and oversee implementation of AVC initiatives to enhance the owner experience.
  • To ensure that all GSS and owner experience metrics are monitored and actioned.
  • To propose the annual Club Resorts Operating budget and then deliver the revenue, KPI and GOP targets of the properties.
  • To develop and initiate new F&B concepts, both internal and external to resort operations (GSR locations).
  • To effectively lead and manage all day-to-day operational activities of the hotels/resorts, through the Resort Managers and the operational department heads.
  • To successfully position the hotels/resorts in the marketplace taking into account value proposition thresholds as well as other Marketing activities.
  • To ensure that accurate forecasting and Revenue Management activities are taking place.
  • To ensure that the operational and service skills of the team members of the hotels/resorts are being constantly reviewed and improved.
  • To support and implement all corporate programmes and guidelines (LQA, FSMS etc).
  • Oversee operations at all Club Resorts and be responsible for ensuring that Service Agreements are in place to uphold AVC standards to our owner base.
  • Ensure maintenance and capital plans are in place to protect and improve assets at all Club Resorts.
  • Visit all Club Resorts at least twice a year to check standards/physical product and initiate PMP/FFE plans for coming year.
  • Monitor guest feedback at all Club Resorts to improve modify product/process and service sequence.
  • Build working relationships with MHG and corporate colleagues to ensure seamless integration of AVC systems and business flow.
  • Execution and Management of Service Agreements with MINOR properties that have Club Inventory to ensure the proper upkeep and service of the inventory is in place and that all service requirements for the AVC brand are reflected in the properties where possible.
  • Development of Owner Events & Club Tours/Experiences.
  • Work with Resort Operations to differentiate and innovate offerings to our AVC Owners to ensure our product is well fenced from the opposition with distinct USP.
  • Establish and maintain an excellent working relationship with Club Resort Operations and Services, AVC Marketing, Preview Operations, Anantara Resorts, and other MINOR departments to ensure that the company's objectives are being met.
  • Handle all customer concerns or complaints resulting from a Club Owner or guest stay regarding a Club program or where else you can assist to a satisfactory resolution.

Leadership and Performance Management

  • Represent Anantara Vacation Club in a professional, courteous, and sincere fashion in order to foster good working relationships with all our customers, internal and external in line with company values.
  • Ensure expectations are clearly understood by all through setting departmental objectives, cascading these to individual objectives, the use of Job Descriptions and are supporting these by clear communication.
  • Carry out ongoing Coaching, Training and Career Development to ensure people in your team have the tools and support to perform and opportunities for growth.
  • Ensure individuals who are not meeting expectations are managed in a timely and formal manner, ensuring all conversations / incidents are documented.
  • Role Model behaviours expected from team members in line with company values.
  • Ensure you and your team's adherence to legal and policy requirements (e.g. Workplace Health and Safety, Anantara Vacation Club/Minor policies).
  • Complete other tasks that may be assigned by Management from time to time.

KEY PERFORMANCE INDICATORS:

  • Management of Club Resorts inventory at an occupancy level in line with approved budgets.
  • Ensure that resort KPIs such as GSS and GOP metrics are met.
  • Ensure that mystery shopper, LQA goals are met.
  • Ensure that hygiene metrics in line with FSMS program are met.
  • Operating Club Resorts at an Occupancy level in line with company targets and maintain GOP.
  • Develop new experience programs at Club Managed/Operated resorts for Owners to have the AVC Experience and look to replicate wherever possible to Serviced/Managed Club Inventory.
  • Develop and update SOP and training guides for all departments as required.

Qualifications

Qualifications

  • Excellent English written and verbal skills. Other languages an advantage.
  • Strong understanding of financial modelling and P&L

Experience

  • Minimum of three years experience in a hotel/resort General Manager role.

Key Skills

  • Excellent computer skills with a good understanding of hotel PMS systems.
  • Strong customer service ethic. Ability to deal and handle one to one difficult and complaint situations with customers.
  • Strong communication and written skills.
  • Well organised, high level of attention to detail, ability to communicate effectively with other departments.
  • Highly developed interpersonal skills including the ability to coach and lead people and develop a strong team culture (essential).
  • Team member with strong work ethics, flexible in approach and supportive of others (essential).

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Minor International is a Thai multi-national company based in Bangkok, Thailand. The three core businesses of Minor are hospitality, restaurants and lifestyle brands distribution, operated under subsidiary companies Minor Hotels, Minor Food, and Minor Lifestyle respectively

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