General Manager Napili Surf Beach Resort

JOB SUMMARY/ORGANIZATIONAL IMPACT:

Overall responsibility for management of the condominium / hotel property. Responsible for owner relations and communications, guest services, safety and security of the owners, guests, and employees, overall cleanliness, maintenance and safety of the property, contract arrangements for operating supplies & equipment, services, and maintenance.

Must be results oriented, practice an involved, communicative leadership style of management, able to evaluate, plan, and direct to achieve goals and objectives, identify and solve problems through coordination and follow up. Must utilize a participatory team approach, involving the employees and department heads.

Interfaces with other company disciplines including Accounting, Finance, General Counsel, Sales, Marketing, Reservations, Administration, and the AOAO Board of Directors.

CORPORATE & PROPERTY COMMUNICATIONS:

Must strive to communicate with the SVP of OPS, regularly updating the status of special projects, works in progress, owner and employee issues, and operational challenges. Must be proactive and openly communicate with corporate executives on topics relating to property management, finance, sales and marketing, human resources, owner issues, and any other issues that arise of which may impact the overall performance of the resort.

PRIMARY RESPONSIBILITIES:

• Staff - Effectively lead the employees, department heads and supervisors through involved participation and effective communication. Identify property challenges and opportunities and develop specific actions plans for follow up.
• Evaluations – Assure employee performance appraisals and personal development plans are conducted annually to identify and communicate areas of acceptable or unacceptable performance.
• Support – Evaluate and develop a plan, providing support to the department heads or supervisors to maintain performance standards.
• Morale - By regularly communicating, coaching, teaching, and counseling, develop a high level of loyalty and support towards the company.
• Salaries & Wages - Review all wage and salary increases assuring compliance with wage scales and compensation philosophies.
• Hiring – Assure level of experience, knowledge and ability meets the job requirements of a department head or supervisor. Identify and recruit talented individuals as the need arises.
• Firing – The termination of employment of any employee must have prior written approval of the SVP of OPS.

Property Responsibilities

• Owner Arrivals – No owner or owner’s personal guest shall be checked into their unit without the personal inspection of the General Manager. An Owner Arrival Checklist will be utilized during the inspection, signed by the General Manager upon completion, with a copy attached to the owner’s welcome letter which is place in their unit prior to arrival. A copy of the Owner Arrival Checklist will be forwarded to the Executive Office, which will be tabulated and forwarded to the SVP of OPS.
• Unit Inspections – To assure a high level of cleanliness, and that the unit is well maintained, the General Manager is required to walk the property and personally inspect a minimum of 2 (two) rooms per day to ensure that each room is inspected once per month. A Unit Inspection Checklist will be utilized during the inspection, signed by the General Manager upon completion and forwarded to the housekeeping manager and/or maintenance supervisor for follow up and employee counseling. These Unit Inspection Checklists will then be filed and available for review by the SVP of OPS during property visits.
• Property Inspections - Conduct periodic property inspections with your management staff of the overall property, landscaping, pool and other amenities for general cleanliness and appearance. Assure that written reports and/or work orders are prepared for corrective purposes.
• Property Maintenance – Assure that a program is developed and adhered to in the upkeep of operating equipment, and that an ongoing preventive maintenance program is defined and implemented.
• Property Improvement – Develop concepts and ideas to improve the property’s appearance, operations, and any other management actions or changes that will improve the rental marketability of the resort.
• Guest Service – Assure that guest service standards are implemented, reinforced, and measured to provide the best value and guest experience in order to achieve customer loyalty.
• Policies & Procedures – Assure that all Castle Policies & Procedures are fully and equally implemented and enforced.

Risk Management

• Property Inspections - Conduct periodic property inspections with your management staff of the overall property, landscaping, pool and other amenities for potential health and safety hazards. Assure that written reports and/or work orders are prepared for corrective purposes.
• OSHA Compliance – Assure that all properties meet OSHA Requirements in employee safety, that all employees understands the use and importance of MSDS sheets & labels, and is fully trained on the use and handling of chemicals where applicable.
• Safety Committee / Training – Establish a Safety Committee at each property to address owner, guest, and employee safety issues. Employees should be properly trained to conduct their duties in a safe manner to reduce Workers Comp Claims.
• Emergency Disaster Plans – Each property should have an updated Emergency Disaster Plan that outlines the policies & procedures used in the event of a natural disaster.

Financial Responsibilities

• Operating Budget – Participate in the preparation of the properties annual operating budget. Assure achievement of the budget through effective cost analysis, identify unfavorable variances, and implement correct measures.
• Forecasting & Planning – Assure compliance of staffing guidelines and operational expenses complies with budgetary guidelines through forecasting and planning.
• Cost Controls – Review operating procedures and cost controls, assuring adherence through coaching, teaching, and when necessary, utilize corrective action policies.
• Expense Approval – Review all operating expenses to assure that all purchase requests are in accordance with the operating budget.

Sales & Marketing

• Revenue Budget – Participate in the preparation of the properties annual top line projections. Identify and communicate owner expectations and challenges to the sales & marketing team in developing each property’s goals & objectives.
• 90-Day Forecast - Assure compliance of the 90-Day Forecast policy. Optimize revenue opportunities through effective communication with inventory control and yield management.
• Reservations – Review categories, property facilities, amenities, and other pertinent information to assure that the reservations staff is up-to-date with our product. Assure that the property reservations department effectively communicates with the Central Reservations Office.
• Marketing – Assist in ensuring the accuracy of property information in all marketing communication.

Owner Relations

• Owner Communication - Create and maintain an open avenue of communications with all Association Members, recognizing that they are the owners of the property. Be as assistive as possible without making commitments that would, or may, require Board approval. Must be highly visible on property to interact with ALL owners whether participating with our rental program or not.
• Newsletters – Prepare General Manager’s portion of the monthly Rental Newsletters and review newsletters for accuracy of information and promotion to Castle.
• Rental Program Growth & Retention – Develop, implement, and measure an ongoing, aggressive internal growth and retention plan to increase the rental program inventory.

AOAO / Rental Board of Directors Relations

• Board Communication - Openly communicate concerns relating to management, operations, finance, personnel issues, and any other issues the Board should be aware of. Be proactive in Board communications, detailing the status of Board requests, work in progress, and any other issues that may require their attention.
• Annual Homeowner Meetings – Attend the Annual Homeowner Meetings and assist with the preparation of materials and execution of these meetings.
• Board Meetings – Assist with the preparation of all materials necessary for the Board Meeting. Assure that the material is distributed to each Board Member in sufficient time for the meeting and participate with the progress of outstanding business and property issues.

Supervision

• Supervision Exercised: Exercises direct supervision of the resort employees, department heads, and supervisors.
• Supervision Received: Receives general supervision from the DOO and DCA.

Qualifications: Must be able to perform each essential duty satisfactorily the requirements listed below are representative of the knowledge, skill and/or ability required.

Experience: Minimum seven (7) years hotel management experience.

Knowledge: Extensive knowledge of hotel accounting, operating budgets, cost analysis, sales & marketing, reservations, rooms, housekeeping & maintenance operations, and food & beverage where applicable. A strategic thinker and demonstrated creativity in finding ways to meet and exceed revenue and bottom-line objectives.

Education: Bachelor’s degree in Management or other related field of study preferred. Specialized training or exposure to hotel, airline, and/or travel operations highly desired.

Language & Communication Skills: Must have excellent written and verbal communication skills. Ability to read, write and interpret correspondence, reports, proposals, bids for contracts. Exceptional verbal and written communication skills and the ability to deliver effective oral presentations to owners and internal departments

Reasoning Ability: Must possess good common sense, reasoning, and judgment ability.

Technical/Computer Skills: Must be proficient in MS Word, Excel, PowerPoint and email usage. Must have a good working knowledge of the internet and web sites.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 7 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: In person