SUMMARY OF OVERALL PURPOSE

The Village Vacation Planning Services Director is responsible for the management of all pre-arrival processes and leadership of the Village Vacation Planning Services team, including Reservations, Compassion Partners Program, Airport and Guest Experience. This role leads the partnership with wish-granting organizations (WGO) through onboarding, ongoing education and visits, and provides outreach to relevant industries to increase GKTW wish experience awareness among patients and healthcare industries.

KEY ACCOUNTABILITIES

Pre-Arrival Process

• Manage entire pre-arrival process including reservation coordination, airport operations, Compassion ticketing and personalization program through Guest Experience.
• Oversee the property management system and room status.
• Be accountable for the life of every theme park ticket.
• Develop a strategic engagement and timely recognition of theme park partners.
• Maintain pre-arrival website and all printed communication.

Wish-Granting Organization Relationships

• Seek out and onboard new WGO partners.
• Foster and maintain relationships with all WGO partners around the world.
• Serve as pre-planning liaison and on-site coordinator for various WGO family groups (i.e.: Simcha Layeladim/ACLY; Something mAAgic; Kidd’s Kids; First Things First)
• Build curriculum to support ongoing education for wish-granting partners including webinar sessions and in-person, on-site trainings.
• Visit key WGO partners and/or host WGO partners at the Village.

Medical Outreach

• Exhibit at conferences for medical professionals including Child Life, social workers, pediatric nurses/physicians.

Staff Management

• Recruit, hire, coach, manage and mentor Reservations, Airport, Guest Experience, and Compassion Partners teams.
• Conduct regular 1:1 sessions and annual reviews with each direct report to ensure alignment between expectations and team member performance.
• Ensure staff members receive timely and appropriate training and development.
• Establish and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, conduct performance appraisals, and administer salary adjustments.
• Recognize achievements being made in all areas of the department and create area celebrations for surpassing expectations.

All other duties as assigned

SUPERVISORY SCOPE

Number of Direct Reports: 2

Number of Indirect Reports: 14

PHYSICAL DEMANDS OUTSIDE NORMAL WORK ENVIRONMENT

• Ability to consistently move/lift items weighing up to 20 lbs.
• Ability to sit or stand for extended periods of time.
• Flexible work schedule and/or extended hours of work.
• Ability to travel locally between airports, Village and local networking opportunities.
• Ability to work in all weather conditions.

• Ability to establish effective working relationships by adjusting approaches to meet the needs of a diverse team.
• Effectively identifies and analyzes problems. Uses creative solutions to solve problems with varying degrees of information.
• Approaches work with a sense of urgency and accountability.
• Proven ability to maintain a high level of confidentiality, tact, professionalism and integrity.
• Promotes a spirit of teamwork, fun and childlike wonder.
• Adept at multi-task, balancing time while ensuring standards are always met.
• Flexibility to meet ever-changing scenarios while ensuring standards are always met.
• Proven experience to deliver exceptional customer service.
• Ability to translate plans and ideas into action to achieve desired outcomes.
• Strong business acumen and fiscal responsibility
• Ability to work independently and within a team environment.
• Ability to speak and write English clearly & articulately with a positive, professional & pleasant manner.
• Ability to operate a motorized vehicle, including a battery-operated golf cart.
• Valid driver’s license and clean driving record.
• Computer skills including Microsoft Outlook (Office, Word, Excel).
• Must meet acceptable attendance and punctuality requirements, which are essential functions for the position.
• Bachelor’s Degree in a related field, preferably Leadership or Hospitality
• 10-15 years of experience in non-profit program management, fundraising and/or wish-granting organizations, including employees management.
• Five years in a management role.

Give Kids The World is a drug-free workplace.

Give Kids The World has a COVID-19 Vaccination Policy in place that applies to all employees and applicants for employment. By submitting a complete job application I understand I will abide by that policy.