Position Overview:
The position of Assistant Director of Owner Enhancement is a senior management role, responsible for attaining defined revenue targets; financial management, recruitment, development and retention of all Owner Enhancement associates; external and internal customer satisfaction; and maintaining a positive community relationship. The key management objective is to achieve budgeted revenue volume while ensuring overhead expenses are maintained within budgeted parameters.
Key Responsibilities:
- Ensure the profitability of the Owner Enhancement by exceeding revenue targets at or below budgeted costs, with a focus on ‘profitability’, rather than just on a ‘strictly volume driven’ basis,
- Develop, maintain and enhance a culture of excellence in all facets of the Owner Enhancement operation, while building strong team values,
- Identify and develop future Owner Enhancement management leaders from within the team. Help the development of these Associates through coaching and assisting in the implementation of company directed self development and other leadership enhancement programs,
- Ensure that the appropriate number and quality of Owner Enhancement is maintained at all times to meet budgeted tours. Initiate recruitment activity and performance measures as appropriate. Effectively manage recruitment and selection campaigns including advertising, interviews, selection tools and appointments,
- Conduct and/or supervise the initial induction programs with new associates to ensure a complete understanding of the Owner Enhancement process and Anantara product offering. Personally conduct and/or supervise frequent training, motivational and mentoring sessions with all Associates,
- Develop key staff within the team to ensure an effective supervisor layer that is able to deliver key objectives and targets. Provide individual coaching for the Owner Enhancement managers, drawing on personal experiences and expertise,
- Monitor and manage the performance of individuals in accordance with agreed minimum performance standards and exercise disciplinary action within Company guidelines as necessary,
- Monitor use and validity of Owner Enhancement & Special Projects related Associate ‘Reward and Recognition Programs’,
- Ensure all Associates adhere to all Company and any Governmental compliance requirements, general policies and procedures and specifically all Owner Enhancement related policies. Ensure that all Owner Enhancement team members act at all times to ensure the Guest Experience and the integrity of the Anantara brand name are not compromised,
- Ensure all Team Members represent the company in an ethical, professional manner at all times,
- Lead by example by maintaining high standards and professional leadership, inspire, motivate and be an active participant in assisting with closing and floor supervision during presentation times,
- Respond to and manage in a timely manner any Guest concerns or complaints in conjunction with any relevant departments i.e. Legal, Marketing, Customer Delivery etc.,
- Regularly update Executive Committee with any relevant information and ongoing feedback on performance and other related issues concerning the operation of the Office,
- Assist in developing the annual budgets and efficiencies for the Office,
- Supervise and monitor adherence with original training and presentation methodology, ensuring that there is no deviation or introduction of ‘non-company’ approved training or presentations collateral,
- Ensure an active Referral Program is maintained,
- Promote good working relationships between the Office and all other departments within Anantara ensuring clear lines of communication are maintained,
- Ensure that Owner Enhancement facilities, property and assets are maintained to a high standard at all times.
Key Performance Indicators:
- Meet all budgeted financial targets and efficiencies in terms of revenues, overhead expenses and profitability of the Owner Enhancement,
- Ensure a high level of internal and external customer satisfaction,
- Development and mentoring of Team Members for ‘career advancement’ and/or other leadership positions within Anantara.