The Regional Director of Resort Operations at Patton Hospitality Management
directly supports the short and long-term strategies for the Resort Management division by ensuring consistent execution through PHM’s portfolio. This position is responsible for all resort operations, including financial management, guest satisfaction, associate relations, homeowner association relations, sales and marketing department support, compliance with quality standards and standards operating procedures within the portfolio region. This role will oversee a team of Resort Managers on the East Coast.
At Patton Hospitality Management your role reaches beyond the people and into the numbers. Our timeshare resorts require your team to be financial experts within a fixed budget. Your success comes from delivering a memorable vacation experience while successfully managing costs, not increased sales.
As a Regional Director of Resort Operations, you will provide expert leadership to the resort teams within your region portfolio while championing company philosophies and systems. The Regional Director of Resort Operations:
Leads, coaches, and motivates teams
Interprets HOA governing documents, budgets, financial statements, statistical reports, and legal or contractual documents
Understands the legal statutes, affecting the various managed resorts within the assigned region, licenses, laws, statues, and the rules and regulations and establishes rapport where applicable with the responsible legislative/enforcement
Oversees and coordinates all agenda, minutes, meeting notices, and ballots
Approves all mailings to the associations within the region
Identifies, structures, and successfully manages strategic initiatives that impact the success of the organization
Enforces staffing guidelines and corporate policies on each property
Ensures all resorts meet and exceed internal and industry standards of excellence
Assists with and develops the budget management process
Advises on all personnel issues within the region and engages Human Resources when necessary
Monitors the Facility Maintenance and Reserve programs with the VP and Director of Revenue Management.
Supervises the establishment of BOD and VOA meetings, including dates, times, and locations.
Makes recommendations and works with both the operations team and the Director of Human Resources to create and implement policies and programs that will improve the company, the lives of the employees, and the profitability of the resorts.
Coordinates and participates in the installation and training of new systems, policies, and projects at the resorts
Maintains strong communication and morale while traveling (50-75%)
The Regional Director of Resort Operations may also:
Present ideas before groups of individuals, including board members, leadership teams, and their peers
Use oral and written communication skills with the ability to write speeches, agreements, regulations and articles for publication
Act as a liaison for developers, board of directors, lenders (banks, RTC, Etc), legal counsel, brokers, and marketing firms
Responds to common inquiries and complaints from owners, regulatory agencies or members of the business/resort community
Perform other duties as needed both inside and outside of the assigned region to ensure the smooth operation and leadership of all managed resorts is maintained.
Bachelors of Graduate degree in business or related field preferred
Property Management of Community Association Management certification (CAM or CMCA) preferred
Your experience with overseeing operations, establishing department goals and mentoring staff are but a few of the keys to your success as a Regional Director of Operations. To be successful, you will need proven experience including:
Prior experience as a regional manager of resort operations or in a role overseeing multiple sites for a Vacation Ownership/Timeshare program
Proven track record of assessing and growing a strong leadership team
Innate leadership presence to provide strategic direction and a hands-on approach
Understand all aspects of resort and property management, including condominium laws and statutes, workers compensation laws, health and safety laws, etc.
Thorough understanding of hospitality department operations and controls
In-depth knowledge of vacation ownership/timeshare sales and marketing programs
Deep knowledge of governing documents and processes for condominium and timeshare associations
Development of operating budgets for resorts and Homeowner Associations
Ability to Analyze financial reports for resorts and Homeowner Associations
Work with exchange program providers
Recruiting, interviewing, and hiring qualified individuals for key resort positions
Computer skills including your considerable experience with MS Word, MS Excell, and MS Outlook
Accountability: Ability to accept responsibility and account for his/her actions.
Adaptability: Ability to adapt to change in the workplace.
Customer oriented: Ability to take care of the customers’ needs while following company procedures.
Enthusiastic: Ability to bring energy to the performance of a task.
Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.
Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.
Interpersonal: Ability to get along well with a variety of personalities and individuals.
Responsible: Ability to be held accountable or answerable for one’s conduct.
Safety awareness: Ability to identify and correct conditions that affect employee safety.
Tolerance: Ability to work successfully with a variety of people without making judgments.
Knowledge & Skills
Ambition: The drive to achieve personal advancement.
Assertiveness: Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
Oral Communication: Ability to communicate effectively with others using the spoken word.
Written Communication: Ability to communicate in writing clearly and concisely.
Financial Aptitude: Ability to understand and explain economic and accounting information, prepare and manage budgets, and make sound long-term investment decisions.
Initiative: Ability to make decisions or take actions to solve a problem or reach a goal.
Innovation: Ability to look beyond the standard solutions.
Leadership: Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
Persistence: Ability to complete tasks or continue in a course of action in spite of opposition or discouragement.
Persuasiveness: Ability to influence others to change position or to adopt a specific point of view.
Working Under Pressure: Ability to complete assigned tasks under stressful situations.
None at this time
Handling / Fingering
Reach Above Shoulder
Squat or Kneel
10 lbs. or less
Over 100 lbs
12 lbs or less
The Regional Director of Resort Operations must be able to work and travel over some weekends and holidays. Travel requirements will be 50-75%. This position typically works in an office setting, but must be able to work on location and while travelling. This position may also require frequent walking and/or standing in various weather conditions while visiting resorts within the region.