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OPC Operations Manager

Company: Diamond Resorts International
Location: Las Vegas
Posted on: October 9, 2021

Job Description:

JOB SUMMARY
The Mid-Atlantic OPC Regional Operations Manager is responsible for driving the region Off Property Contact (OPC) Sales and Marketing programs to increase tour flow profitability and growth. The manager creates, inspects and implements company-wide best practices, and partners with the Sales and Marketing teams to be accountable for Profit Per Tour metrics and tour flow and profitability growth.
ESSENTIAL JOB FUNCTIONS
  • Strategizes with OPC leadership on recruiting, training, evaluations, coaching, monitoring, mentoring and ensures that motivation is being leveraged by OPC leadership.
  • Strategizes to achieve OPC department’s monthly/annual tours and sales goals as outlined by senior management.
  • Strategizes to achieve better than budget premiums Cost Per Tour (CPT), labor CPT and experiential premiums usage vs non-experiential to increase Volume Per Guest.
  • Ensures that all processes and initiatives are credited to Diamond Resorts International®.
  • Offers solutions to correct cost and volume deficiencies to Sales and Marketing leadership.
  • Leads department initiatives that will increase productivity to achieve monthly/annual production goals, while maintaining a positive work environment.
  • Initiates weekly one-on-one strategy meetings with OPC leadership to ensure department goals are being met.
  • Strategizes with OPC leadership to ensure that staff support the efficient use of marketing software systems.
  • Strategizes to ensure that OPC leadership holds team members to individual minimum weekly tour production standards as set forth in Agent compensation plans.
  • Regularly communicates challenges and solutions to upper management.
  • Strategizes, communicates and coordinates any new initiatives or changes in Marketing programs (booking/gifting policies) with Marketing management.
  • Inspects to ensure that OPC staff and locations represent high standards of quality: professional, appropriate and approved work attire at all times; individual hygiene; and that locations meet organizational cleanliness expectations.
  • Strategizes to ensure OPC staff consistently has all tools and collateral needed to perform their job, stocked at their respective locations.
  • Inspects and ensures that weekly staff schedules are created and consistently distributed to staff by the Friday of each week for the following week.
  • Runs and compiles daily, weekly and monthly reports as directed by the Director of Marketing and Regional Vice President.
  • Reviews and inspects team member payroll (including timely approval of paid and unpaid time off requests) to ensure it is completed in a timely manner using the Company’s time management system.
  • Responsible for attending all meetings and trainings, as requested by management.
  • Consistently practices the Meaning of Yes® and maintains the highest standards of professionalism when interacting with fellow team members, management, owners, members and prospects.
  • Institutes OPC programs to grow the company’s OPC tour flow for the Mid-Atlantic region.
  • Drives OPC performance across the Mid-Atlantic region to ensure optimal execution within a matrix structure.
  • Communicates with Global and site-level Marketing on an ongoing basis to ensure best practice with all programs in place.
  • Manages Company reports and innovates new reports specific to the company’s OPC programs.
  • Operates office machinery (i.e., computer, copy machine, fax machine).
  • Builds relationships with Diamond Resorts International Leadership and Partners to facilitate best practices.
  • Documents goals, limitations and issues in execution with regards to strategy.
  • Guides and manages product updates to continuously improve OPC performance.
  • Validates that OPC program elements are managed to Company standards in brand management, hiring practices, minimum performance levels and other defined areas.
  • Communicates with all Global, Regional and site-level Marketing teams and the Vice President of Sales on an ongoing basis on program performance and expectations.
  • Maintains and updates established Company Standard Operating Procedures (SOP); audits Field compliance with established Company SOP.
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned.
EDUCATION
  • Bachelor’s degree or equivalent experience in related field.
EXPERIENCE
  • A minimum five (5) years of experience in the OPC Sales and Marketing field required.
  • A minimum two (2) years of supervisory experience in the OPC Sales and Marketing field required.
SUPERVISORY RESPONSIBILITIES
Provides immediate supervision to direct reports. Oversee and controls the work performance of others in a close working relationship, often in the same room or close proximity. A portion of the time may be spent performing individual tasks similar to those performed by direct reports. May participate in the interview, selection and training processes, as assigned. May be responsible for assigning work to direct reports, reviewing results in accordance to policies and procedures, and providing recommendations to management.
LICENSE & CERTIFICATIONS
  • Driver’s Licenses (non-commercial) - must be state-specific.
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
  • Ability to identify project tasks, ensure successful task completion and influence without direct authority to achieve necessary goals.
  • Previous business development experience in a promotions, marketing and sales capacity.
  • The OPC Operations Manager must have advanced facilitation and relationship building skills in order to influence Partner and Business Unit Leaders to coordinated action and drive cross-functional teams to consensus with no direct authority.
  • Experience in Marketing Package Sales in Vacation Ownership.
  • Previous experience with design, implementation and management of promotions for multi-site marketing teams.
  • Ability to develop and utilize financial models and forecasting models. Experience in budgeting and ability to understand basic financial statements.
  • Bilingual in Spanish and/or French.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Understand how to develop and implement business strategies.
  • Ability to interpret and create policies, procedures and manuals.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes an emergency situation and takes appropriate action.
  • Able to establish and maintain a cooperative working relation.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Competent in public speaking.
  • Performs well with frequent interruptions and/or distractions.
  • Advanced math skills.
US-Nevada-Las Vegas

Keywords: Diamond Resorts International, Las Vegas , OPC Operations Manager, Other , Las Vegas, Nevada

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