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Resort General Manager

Marriott Vacations Worldwide Kitty Hawk, NC Full-Time
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Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Job Summary:
The General Manager is responsible for the overall operation of the resort, including maintaining good working relationships with Board members, VRI staff and owners. The General Manager’s duties include overseeing the overall maintenance and service of the property, ensuring that all monies and reports are processed properly and on time, ensuring that proper inventories are maintained, maintaining proper contact with community agencies, establishing good vendor relations, supervising resort staff, monitoring exchange program and rental programs. The General Manager should lead by example, build morale, motivate and help maintain the highest standards of excellence in Vacation Ownership amongst the employees. 


1) Directs resort staff.

2) Works weekends and holidays, as needed, and establishes a regular schedule.

3) Must have working knowledge of the Association's governing documents (Condominium Documents, Employee Handbook, HOA Bylaws, and Rules & Regulations, etc.).

4) Implements Association and VRI standards for resort personnel administration and performance, service to guests, rental room rates, guest credit and payment policies, customer service.

5) Takes an active interest and role in the promotion and generation of rental income for the association, including appropriate advertising and active use of the internet and social media. Must be involved in creating and maintaining the property web site.

6) Reviews night audit and daily paperwork for accuracy and timely completion if assigned to others. Ensures that income deposits are completed appropriately.

7) Ensures that each department is adequately staffed according to business demands.

8) Is responsible for recruiting new employees for vacant positions. Responsibilities include advertising, interviewing, and reference checks. Also responsible for terminating employees and to make sure that the termination reflects established procedures outlined in the most current employee handbook.

9) Allocates funds, authorizes expenditures, and assists the Board and VRI in budget development; including timely completion and submission of VRI budget worksheets and related forms.

10) Is actively involved in creating, updating, and using the current Association’s Reserve Study. Processes reserve expenditures in accordance with established policies, procedures and VRI forms.

11) Oversees the assignment of owner, exchange, and rental guest rooms based on room availability, established policies and/or restrictions due to time-share ownership of individual units.

12) Responsible for the approval/ verification and coding of all vendor invoices and the timely submission to VRI Accounting.

13) Responsible for ensuring compliance of employee policies and procedures (HR) consistent with the current Employee Handbook and other policies established by the Association and/or VRI.   

14) Responsible for services provided by personnel that will ensure efficient operation and guest satisfaction.

15) Analyzes operating budget on at least a monthly basis to determine variances and be able to explain/ account for those variations. Additionally, must be proactive in reducing negative variances and or take necessary steps to mitigate future variances.

16) Meets with supervisors or staff and reviews activity, guest satisfaction scores, and occupancy reports.

17) Responsible for timely implementation of directives to department supervisors or staff that outline policy, program, or operational changes.

18) Serves as the ambassador for the resort, promotes the resort within the local community.

19) Works with owners and guests on a personal level to resolve problems or complaints. Handles special requests and unusual circumstances with compassion and understanding, to maintain/improve overall owner and guest satisfaction.

20) Serves as liaison between owners, exchange companies, and VRI. Provides information and assistance to owners inquiring about management and exchange company policies and procedures.    

21) Acts as an in- house representative for questions pertaining to payment of assessments and fees. May contact owners whose fees are delinquent prior to the submission of the account to the approved outside collection agency. Works to resolve payment problems or disputes with Assessment Billing and Collection (ABC) policy guidelines. Has authority to accept payment plans per established policy.

22) Develop and submit to the Board implementation plans and alternative ownership programs to contact new owners and encourage use and enjoyment of their new ownership. Must be available to answer new owner questions about ownership and use of the resort.

23) Reviews monthly RCI/Interval International comment reports with staff. Makes suggestions for changes to help enhance guest and owner perception of the resort and staff. Responsible for the follow through on suggestions and changes to ensure the RCI Comment Card score improve or are maintained at the highest possible level.

24) Responsible for all required OSHA mandates and health & safety meetings/classes. Responsible for the establishment and maintenance of the health and safety program for all employees and an active employee Safety Committee.

25) Conducts himself/herself in a professional manner always.

26) Follows all rules and regulations set forth in the current Employee Handbook.

27) Manages all rental programs including On-line Travel Agencies (OTA's).

28) Performs any other duties that may be assigned by the Association and/or VRI.

 Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, use hands, talk, hear, taste and smell. The employee is occasionally required to walk, sit, stand, stoop, kneel or crouch. Specific vision abilities required by this job include close vision, color vision, depth perception and abilities to adjust focus. May be required to properly and safely lift up to 50 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of the job, the employee may work outside, is occasionally exposed to water, fumes, chemicals, solvents, oils, airborne particles and cleaning supplies. May be subject to certain high noise levels created by machinery, car noise, foot traffic and occasionally office equipment such as computers, printers, shredders, calculators, phones, etc.


Two (2) years' experience as a General Manager in a Vacation Ownership resort, preferred. High School graduate and working knowledge of hotel and timeshare operations. Must have working knowledge of automated reservation systems. Able to easily operate, navigate, and use the internet and be computer literate in Windows programs including, but not limited to, general E-mail, Microsoft Word, and Excel programs and System 9900 and any other reservations or accounting programs provided by VRI. Knowledge of Constant Contact and social media programs is desirable. Ability to deal tactfully and professionally with owners, guests, board members and the public. Ability to read and interpret documents such as safety rules, Safety Data Sheets (SDS), operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence via personal use of work processing and spreadsheet software. Above average fluency in both verbal and written English. Ability to speak effectively before guests and employees of Association and other large groups. Ability to calculate figures and amounts such as discounts, commissions, percentages, and payments. Ability to apply concepts of basic business math and basic accounting. Ability to define problems, collects data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions in mathematical form and deal with abstract and concrete variables.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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