Assistant General Manager | The Resort at Papakea
About The Position
The Assistant General Manager at The Resort at Papakea is a key operational leader who partners with the General Manager to deliver exceptional experiences for owners, residents, guests, and team members. The role oversees daily resort operations, leads operational departments and teams, supports owner and Board of Directors relationships, and maintains high standards of service, quality, safety, and operational excellence. The Assistant General Manager serves as Manager on Duty, responds to operational needs and emergencies, resolves owner and guest concerns, and performs front desk duties as needed. The position supports staffing and team development, performance management, budgeting and financial review, preventive maintenance and capital projects, regulatory compliance, and the preparation of operational reports. It also requires participation in after-hours response and the ability to work evenings, weekends, and holidays as needed. The position is based at The Resort at Papakea on Maui’s Kaanapali Coast. The salary range is $105,000 to $110,000, depending on experience, and the role is incentive eligible. Perk eligibility depends on job status.
Requirements
- 3–5 years of progressive hospitality leadership experience, including leadership across multiple operational departments in a hotel, condominium, resort, vacation ownership, or luxury residential property management environment.
- Hospitality leadership experience in Hawaii.
- Strong understanding of owner relations and balancing the needs of homeowners, residents, rental guests, and resort operations.
- 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.
- Strong leadership, communication, coaching, conflict resolution, and decision-making skills.
- Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office and hotel property management systems.
- Ability to work evenings, weekends, and 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.
Responsibilities
- Partner with the General Manager to oversee daily property operations and deliver exceptional service to owners, residents, guests, and team members.
- Provide leadership and operational oversight for Front Office, Grounds, Engineering, Security, and other assigned departments.
- Serve as Manager on Duty, maintain a visible property presence, and respond to operational needs, concerns, requests, and emergencies.
- Resolve resident, owner, and guest concerns promptly and professionally, using service recovery techniques when appropriate.
- Perform front desk and guest service duties, including check-in, check-out, and issue resolution during peak periods.
- Ensure safety, security, and emergency procedures are followed in coordination with Security and Engineering.
- Conduct regular inspections of buildings, common areas, recreational amenities, and grounds.
- Partner with department leaders to recruit, onboard, train, coach, schedule, and develop team members.
- Support performance management, including coaching, evaluations, employee relations, and corrective action, in partnership with the People & Culture Business Partner.
- Assist with departmental budgets, monitor labor and operating expenses, and identify operational efficiency improvements.
- Review operational reports, occupancy forecasts, labor, and financial performance to help achieve departmental goals.
- Support preventive maintenance programs, capital improvement projects, and vendor activities while minimizing disruption to owners and guests.
- Build relationships with owners and respond to their concerns while balancing overall operational needs.
- Support the General Manager’s relationships with the Board of Directors by preparing updates, attending meetings, documenting minutes, and following up on action items; may lead as needed.
- Ensure compliance with governing documents, management agreements, company policies, and applicable federal, state, and local regulations.
- Maintain knowledge of property amenities, local attractions, events, and community resources to enhance owner and guest experiences.
- Prepare and distribute operational reports as needed.
- Participate in the emergency response program and respond to after-hours operational issues as necessary.
- Promote cross-department collaboration and demonstrate leadership aligned with company values.
- Perform other duties as assigned to support resort operations.
Benefits
- Incentive eligibility
- Cellphone allowance
- Paid time off and holiday pay
- Medical insurance
- Dental insurance
- Vision insurance
- Disability benefits
- 401(k)
- HSA/FSA plans with employer contribution
- Referral bonus
- Discounted lodging, dining, spa, golf, and retail
- Employee Assistance Program
- Volunteer opportunities
- Committee participation opportunities
- Task force work opportunities
- Online learning platform
- Third-party discounts, including pet insurance, rental cars, movie and concert tickets, and theme park and attraction discounts
- Daily pay
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
