Associate Director, Resort Activities in Orlando Office Complex at Hyatt Residence Club

Date Posted: 1/13/2022

Job Snapshot

Job Description

Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.

Specific Job Summary

The Associate Director, Resort Activities is responsible to support Activity Leaders at all resorts throughout the Company. This position will assist the VP, Resort Operations HVO in managing deliverables and will provide guidance and direction to corporate staff, field General Managers and Activity Leaders. In addition to managing daily communications with field leaders surrounding brand standards, developing core activity programs, and drafting/managing department SOPs--focus will include the development and implementation of division wide training manuals for hourly and management associates, as well as personal participation in recruiting efforts focused on the acquisition of future Activity leaders. This position requires a solid understanding of current recreation trends, ever changing customer demographics within the hospitality industry, experience developing and creating tools to support field leaders.

The position will report to the VP Resort Operations, Hyatt Vacation Ownership, with a dotted line to the VP Resort Operations & Experience or a designate.

Expected Contributions

  • Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
  • Assists more senior associates in achieving business results by:
    • identifying opportunities to enhance the effectiveness of business processes.
    • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
    • participating in setting department operating plans.
    • recognizing and celebrating team successes.
    • achieving results against budget within scope of responsibility.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

  • Responsible to outline, author and develop Hyatt Vacation Ownership brand standard training modules for existing Resort Activities associates (Hourly and Management), as well as documentation to be used as part of the on-boarding process for new hires o Includes ongoing creation of tools for daily department stand up meetings, pre and post event checklists.
  • Includes development of questions for Resort Operations QA Audit.
  • Responsible for actively monitoring and identifying industry trends in resort activities/experience and developing ways to leverage learnings throughout the Company.
  • Develop and manage detailed Activity programs to be used by all Company resorts across the division utilizing the INSPIRED for You program
    • Includes fully packaged Signature Offerings for all age groups, interest levels, seasons, resort locations, etc.
    • Ensuring creative offerings for operations with limited staffing and activities infrastructure.
  • Maintain and continually update communication tools for all Resort Activity leaders (including the Resort Experience intranet site, reports of monthly GSS metrics, Quarterly Newsletters, webinars, etc.).
  • Assist the HVO VP Resort Operations in ensuring the continual development and refinement of Basic Service Levels (BSLs) and Standard Operating Procedures (SOPs) for all components of On-Site experience, including Activities, Fitness Centers & Fitness Programs, Concierge, Poolside Experience and Spa Services (where applicable).
  • Responsible for providing daily guidance and support for field related questions/needs such as:
    • Legal requirements (waivers, insurance, approvals, etc.) for activities.
    • Collateral needs (signage, posters, schedules, etc.).
    • Explanation of criteria/requirements for Quality Assurance audits.

Candidate Profile

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

Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Technology). College degree and/or relevant experience typically required.

Specific Candidate Profile

Education

  • College Degree preferred in Recreation Management or similar area of study.

Experience

  • Seven (7) to nine (9) years of demonstrated leadership experience in the recreation field.
  • Experience in developing training and support materials
  • Strong knowledge of overall resort operations preferred; timeshare industry preferred

Skills & Attributes

  • Strong interpersonal and customer service skills required
  • Strong verbal and written communication skills with the ability to communicate across levels, across disciplines, throughout field/market and regional/corporate communicator
  • Ability to manage many projects/tasks at once
  • Extensive organizational skills
  • Strong coaching and counseling skills
  • Team-oriented
  • Proficient in Microsoft Teams, Word, Excel, and PowerPoint
  • Proven ability to apply excellent written and verbal communication skills

Hyatt Residence Club is an equal opportunity employer committed to employing a diverse workforce and sustaining an inclusive culture.

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