Resident Manager (Japanese-English Speaking)

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.

At Minor Vacation Club we always behave in the following way…

• We have pride in the work we do, how we present ourselves, and how we communicate with our Points Owners and Team Members.
• We use our initiative and always find the best way to solve a problem for Points Owners and Team Members.
• We work as a team with team members across all departments to deliver the highest quality of service on all occasions.
• We always think of new ways to surprise and delight our Points Owners.
• We treat Points Owners and Team Members with dignity and respect.  Everyone is important.
• We hold ourselves to the highest standards of honesty and integrity.
• We are proud to represent our Minor Vacation Club Resorts and our country to Points Owners from all over the world. 

WHY THIS JOB EXISTS

To serve the needs of the business, our Points Owners and Team Members by leading the achievement of the financial, strategic, and operational goals and targets of the hotel and Minor Vacation Club Resorts.

At Minor Vacation Club, we are proud to represent our hotel and our country to Points Owners from all over the world.  We treat our Points Owners and our Team Members with respect, and work hard together to deliver the highest quality of service to all.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done.  Minor Vacation Club team members always find new ways to look after the business, their Points Owners, and their team members. Within this, the key responsibilities for this position are:

Planning and Organising:

• Participate in preparation of the hotel's strategic plans and forecast/budget process.  Please note that responsibility for People & Culture,  Finance and Sales & Marketing activity rests with Resident Manager.
• Demonstrate and communicate key drivers of guest satisfaction.
• Analyse service issues and identify trends. Plan and control change.
• Work with the management team to develop an operational strategy that is aligned with the brand’s business and lead its execution.

Operations:

• Coach and support operations team to effectively manage their responsibilities and deliver service above expectation.
• Review manning and compare budgeted wages to actual wages. Ensure manning is aligned with service expectations and occupancy.
• Champion the brand’s service vision for product and service delivery.
• Develop systems to enable team members to understand guest satisfaction results.
• Communicate clear and consistent departmental goals to produce desired results.
• Review Points Owners’ feedback with team and ensure appropriate corrective action is taken. Manage quality assurance programmes (LQA).
• Respond to and handle Points Owners problems and complaints.
• Stay visible and interface with Points Owners on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Maintain operational areas to standards that meet or exceed Points Owners expectations.
• Monitor sales performance against budget.
• Review reports and financial statements to determine operations performance against budget and drill down on variances.

Administration

• Establish and maintain effective team member relations.
• Liaise with P&C in all team member matters including interviewing and hiring, team member orientation, performance appraisals, coaching, counselling, and dismissal if necessary to ensure appropriate staffing and productivity.
• Control payroll and business expenses of the department.
• Facilitate the development of creative solutions to overcome obstacles and   ensure implementation to continually improve guest satisfaction results.
• Ensure team members are treated fairly and equitably.
• Ensure that regular, ongoing communication is happening (e.g., pre-shift briefings, team member meetings).
• Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
• Champion change, ensures brand and regional business initiatives are implemented and communicate follow-up actions to team as necessary.
• Set the annual budget and then deliver the Revenue and GOP targets of the hotel.
• Ensure that the operational and service skills of the team members of the hotel are constantly improved.
• Support and implement all corporate programmes and guidelines.

Within Minor Vacation Club, the top-performing people who do this job always demonstrate the following:

• Working with Others:
• They always try to anticipate and exceed the needs of Points Owners and team members
• They use their initiative and judgement to solve problems in a calm and efficient way
• They act with professionalism and integrity at all times
• Good command of both Japanese and English communication skills
• Taking Responsibility:
• They always conduct business honestly and fairly.  They keep sensitive information confidential.
• They can prioritise their workload effectively and be organised and structured at work
• They manage their time and pay attention to detail.  They know their job and are able to work without close supervision.
• They display a positive attitude, even under pressure.  They personally check their work to ensure accuracy.
• Delivering Results:
• They are committed to meeting and exceeding all performance standards
• They constantly look to develop their own professional skills and abilities
• They perform job tasks in line with established policies and procedures
• They always try to provide a top-quality experience to all our Points Owners.

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