Operation Assistant

Job Overview

The Operation Assistant will ensure the smooth functioning of the Vacation Club Operations Department by adhering to internal policies, contracts, and established sales and service workflows. This role involves operational support, activity follow-up, and improving process efficiency and service quality. The position reports directly to the Operations Manager located in Negril.

Key Responsibilities

• Oversee daily sales room operations to maintain effectiveness, compliance, and service standards.
• Provide support in the sales room by resolving operational challenges promptly.
• Monitor and enforce adherence to contractual policies.
• Oversee the preparation and submission of daily reports.
• Develop, document, and manage operational procedures for Hostess, Contracts, Vacation Liaison Officers (VLO), and Quality Assurance teams.
• Compile and present monthly reports on sales room cancellations.
• Train and nurture department leaders including VLO, Contracts, Hostess, and Quality Assurance supervisors.
• Manage supply requisitions and special procurement for sales room materials.
• Support new initiatives and technology implementations such as system and software upgrades.
• Analyze monthly KPI metrics and performance evaluations.
• Assist in resolving consumer complaints, ensuring cases are addressed and closed satisfactorily.
• Supervise handling of special situations like reservation management and member services, including escalation and resolution of critical issues.
• Audit Hostess, Contracts, VLO, and Quality Assurance teams for compliance with guidelines.
• Work with Verification Managers on delinquent account follow-up, ensuring proper documentation for recoveries or cancellations.
• Prepare and maintain administrative and disciplinary reports, coordinating timely submissions to the People & Culture Department.
• Maintain cleanliness, organization, and readiness of assigned areas to support quality service delivery.
• Perform all duties of the Operations Manager during their absence.

Qualifications

• Bachelor's degree required, preferably in Business Administration, Tourism, Marketing, or related discipline.
• Postgraduate qualifications in Business Administration or Finance are an advantage.
• At least 3 years of experience in Vacation Club operations is preferred.