Resort Operations & Guest Experience Leader (Asst GM)

Columbia-Hospitality; Honokowai (HI); On-site; USD 105,000 - 110,000; Full time

Benefits offered by this job

Salary range

Daily pay

Paid time off & holidays

Medical, Dental, Vision

401K

HSA/FSA

Discounted lodging & travel

Employee assistance program

Learning platform

Referral bonus

Commuter/other perks

Job summary

The Resort at Papakea in Lahaina, Hawaii, is seeking an Assistant General Manager to partner with the General Manager and oversee daily resort operations. You will lead front office, engineering, security, and other departments while ensuring exceptional service for owners, residents, guests, and team members.

You will manage budgets, mentor staff, and support board relations, all within a culture of accountability, inclusion, and continuous improvement.

Qualifications

• 3-5 years of progressive hospitality leadership experience across multiple operational departments.
• Experience working with an AOAO/HOA, condominium association, or similar ownership structure is strongly preferred.
• Hospitality leadership experience in Hawaii is required.
• Proven financial acumen, including budgeting, forecasting, labor management, and cost control.
• Knowledge of applicable federal, state, and local employment, safety, and hospitality regulations.
• Exceptional leadership, communication, coaching, conflict resolution, and decision-making skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and hotel property management systems.

Responsibilities

• Partner with the General Manager to oversee the day-to-day operations of the property, ensuring exceptional service for owners, residents, guests, and team members.
• Provide leadership and operational oversight for Front Office, Grounds, Engineering, Security, and other operational departments as assigned.
• Serve as Manager on Duty, maintaining a visible presence throughout the property and responding to operational needs, guest concerns, owner requests, and emergencies.
• Ensure resident, owner, and guest concerns are resolved promptly and professionally, utilizing effective service recovery techniques when appropriate.
• Perform front desk and guest service duties as needed, including check-in, check-out, and issue resolution during peak business periods.
• Ensure all safety, security, and emergency procedures are followed, partnering closely with the Security and Engineering teams to maintain a safe environment.
• Conduct regular property inspections to ensure buildings, common areas, recreational amenities, and grounds are maintained to the highest standards.
• Partner with department leaders to recruit, onboard, train, coach, schedule, and develop team members while fostering a culture of accountability, collaboration, and exceptional service.
• Support performance management activities, including coaching, performance evaluations, employee relations, and corrective action, in partnership with the People & Culture Business Partner.
• Assist with preparing and managing departmental budgets, monitoring labor and operating expenses, and identifying opportunities to improve operational efficiency.
• Review daily operational reports, occupancy forecasts, labor, and financial performance to ensure departmental goals are achieved.
• Support the planning and execution of preventive maintenance programs, capital improvement projects, and vendor activities while minimizing disruption to owners and guests.
• Build positive relationships with owners and serve as a trusted operational resource, responding to owner concerns while balancing the needs overall operations.
• Support the General Manager in maintaining productive relationships with the Board of Directors by preparing operational updates, attending board meetings, documenting meeting minutes, and following through on action items.
• Ensure compliance with governing documents, management agreements, company policies, and all applicable federal, state, and local regulations.
• Maintain current knowledge of amenities, local attractions, events, and community resources to enhance the owner and guest experience.
• Prepare and distribute operational reports as needed.
• Participate in the property's emergency response program and respond to after-hours operational issues as necessary.
• Promote collaboration across departments to deliver a seamless experience for owners, residents, guests, and team members.
• Demonstrates leadership that aligns with our core values, fostering a culture of accountability, creativity, honesty, inclusion, enthusiasm and respect.
• Perform other duties as assigned to support the successful operation of the resort.

Skills

Hospitality leadership

Team leadership

Budgeting

Guest relations

Operations management

Tools

MS Office

Hotel PMS

Job description

The Resort at Papakea in Lahaina, Hawaii, is seeking an Assistant General Manager to partner with the General Manager and oversee daily resort operations. You will lead front office, engineering, security, and other departments while ensuring exceptional service for owners, residents, guests, and team members.

You will manage budgets, mentor staff, and support board relations, all within a culture of accountability, inclusion, and continuous improvement.