Assistant General Manager | The Resort at Papakea

Columbia Hospitality•Lahaina, HI

2d•Onsite

About The Position

As the Assistant General Manager at The Resort at Papakea, you'll serve as a key operational leader, partnering with the General Manager to deliver exceptional experiences for owners, residents, guests, and team members. You'll oversee daily resort operations, lead and inspire high-performing teams, foster strong owner relationships, and support the AOAO Board all while ensuring the highest standards of service, quality, and operational excellence.

Requirements

3-5 years of progressive hospitality leadership experience, including leadership across multiple operational departments within similar environments (hotel, condominium, resort, vacation ownership or luxury residential property management) required.
Experience working with an AOAO, HOA, condominium association, or similar ownership structure strongly preferred.
Hospitality leadership experience in Hawaii required.
Strong understanding of owner relations and balancing the needs of homeowners, residents, rental guests, and resort operations.
Proven financial acumen, including budgeting, forecasting, labor management, expense control, and interpreting financial statements.
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.
Ability to work evenings, weekends, holidays, and respond to after-hours operational emergencies as needed.

Nice To Haves

Experience working with an AOAO, HOA, condominium association, or similar ownership structure strongly preferred.

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.