Join Vacatia and Redefine the Guest Experience Across Hospitality & Ownership

Location: On site - Las Vegas, Nevada

The Sr. Marketing Manager is responsible for leading the day-to-day operations of the in-house marketing team, ensuring consistent generation of qualified tour appointments from resort owners and guests. This role oversees the execution of in-house marketing strategies that maximize tour flow, maintain cost-per-tour objectives, and deliver an exceptional guest experience while supporting overall sales performance.

The Sr. Marketing Manager provides leadership, coaching, and operational oversight to the marketing team while ensuring compliance with company standards, scheduling practices, and performance expectations. This position serves as a key liaison between marketing, sales, and resort operations to ensure guests receive outstanding service throughout their vacation experience and that marketing initiatives align with Vacatia's business objectives.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop the In House Marketing team to achieve tour production and performance goals.
• Conduct preliminary interviews and provide hiring recommendations to the Marketing Director.
• Supervise daily employee performance and provide ongoing coaching, feedback, and performance improvement plans.
• Identify training opportunities and communicate development needs, coaching recommendations, and disciplinary actions to the Marketing Director.
• Recommend employee promotions, corrective actions, and terminations when appropriate.
• Conduct training sessions for underperforming team members to improve productivity and guest engagement.
• Ensure employees adhere to assigned schedules and company attendance policies.
• Verify overtime is pre-approved in accordance with company guidelines.
• Ensure team members are working at their designated locations and representing the company professionally.

Marketing Operations & Tour Generation

• Develop and execute in-house marketing strategies designed to generate qualified tour appointments for the sales team.
• Ensure marketing representatives consistently meet tour production and quality standards.
• Monitor and maintain required Cost per Tour (CPT) objectives.
• Manage customer greeting procedures to create a welcoming and engaging guest experience.
• Oversee the tracking, reconciliation, and accountability of premium gifts and incentives distributed to guests.
• Reconcile customer sales lists with Welcome Desk records to ensure reporting accuracy.
• Prepare daily tour logs, deposit sheets, and complete required deposits in accordance with company procedures.

Guest Experience & Customer Service

• Ensure every guest interaction reflects Vacatia's commitment to exceptional hospitality and service.
• Resolve guest concerns and complaints promptly and professionally.
• Assist owners and guests before their scheduled tours by answering questions regarding the resort, amenities, and local attractions.
• Provide recommendations for restaurants, shopping, entertainment, transportation, and medical services when needed.
• Direct guests to appropriate locations for attraction ticket purchases and other vacation-related services.

Performance Management & Reporting

• Communicate daily operational results and performance updates to the Marketing Director.
• Analyze marketing performance, tour flow, and operational metrics to identify opportunities for improvement.
• Monitor productivity and recommend operational adjustments to maximize efficiency and tour generation.
• Maintain accurate reporting related to tours, incentives, deposits, and daily operational activities.

Collaboration & Business Partnerships

• Collaborate with Sales, Resort Operations, and other departments to ensure seamless guest experiences.
• Maintain productive relationships with vendors and external business partners.
• Ensure all marketing communications and guest interactions align with Vacatia's brand standards and operational policies.
• Stay informed of industry trends, competitor activities, and best practices within the vacation ownership industry to identify opportunities for continuous improvement.

Qualifications

• High school diploma or equivalent required; bachelor's degree in Business, Marketing, Hospitality, or a related field preferred.
• Minimum of three (3) years of experience in In House Marketing within the vacation ownership or timeshare industry.
• Minimum of two (2) years of leadership or management experience supervising high-performing marketing or sales teams.
• Experience in tour reception, recruiting, coaching, training, and developing employees.
• Demonstrated success generating qualified tour flow and managing marketing pipelines.
• Strong knowledge of Microsoft Office applications, including Word and Excel.
• Excellent leadership, communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities while maintaining exceptional guest service.
• Strong analytical skills with the ability to interpret operational metrics and implement process improvements.
• Ability to work collaboratively across departments in a fast-paced hospitality environment.

Working Conditions

This position offers flexibility to work remotely, in a hybrid arrangement, or on-site, depending on business needs, with a requirement for a reliable high-speed internet connection for remote work and private workspace. Standard business hours apply, with occasional evening and weekend work as needed. The role requires the ability to work both independently and collaboratively in a professional environment, effectively manage multiple responsibilities, and maintain professionalism and discretion in handling sensitive and confidential information. Clear and effective communication skills are essential, along with strong organizational abilities to adapt to shifting priorities in a fast-paced setting.

Physical Requirements

Perform primarily sedentary work within an office environment, with occasional standing or walking required. Must be able to work at a computer for extended periods, typically 8 hours per day. Regular use of standard office equipment such as computers, phones, copiers, and filing cabinets is required. Must be able to occasionally lift or move items up to 15 pounds. Regular, reliable, and timely attendance is an essential function of this position.

Vacatia, Inc. is an Equal Opportunity Employer M/F/D/V, who believes in diversity in the workforce.

The job description doesn't imply an employment contract, nor is it intended to include every duty, task, or instruction for which the employee is responsible. Other tasks may be assigned based on business needs and the department supervisor's request.