Cluster General Manager

7 months ago

ภเกต, Thailand Anantara Vacation Club Full time

**Company Description**
A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.
**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 communicatio

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