Resort General Manager

About us

Our resort, nestled in the breathtaking landscapes of Kaneohe Bay on the windward coast of Oahu, offers a mix of transient and long-term rental accommodations across 46 units. Surrounded by stunning natural beauty, our resort offers guests an unparalleled experience of luxury, relaxation, and adventure. With stunning bay views, lush tropical gardens, and thoughtful amenities, Paradise Bay Resort caters to guests seeking a unique and unforgettable Hawaiian getaway..

Our Values & Beliefs:

Ho'okipa: the value of warm hospitality

• We will delight our guests by providing personalized service excellency and sharing our spirit of Aloha. We will provide a sense of belonging and be your "home away from home."

Pono: the value of integrity, rightness and balance

• We succeed when decisions are based on clear understanding of and belief in what we stand for, who we are and what we do.

Lokahi: the value of teamwork

• Our greatest asset, and the key to our success, is our people. Satisfying our guests depends on the collaboration and cooperative efforts of our whole team, and respecting each others contribution and importance is necessary. People who work together achieve more.

Malama: the value of stewardship

• An ecologically mindful place integrating the built environment with a unique natural setting. Inspired and informed by the history, practices, and topography of the area. We offer guests unique cultural and educational opportunities, and a deliberate engagement with local partners on projects that protect, preserve, and enhance local culture and ecology.

Kuleana: the value of warm responsibility

• From Kama'aina to visitors, Paradise Bay Resort will show Aloha to all. Our programs and partnerships present a number of opportunities to benefit the environment, culture, animals and people of Oahu. Inspiring cooperation, education, and responsibility.

Job Summary:

The Resort General Manager holds a critical role in overseeing the comprehensive operations of the resort, with a particular emphasis on maintenance and asset protection. This position requires strategic planning, effective leadership, and a strong commitment to maintaining the resort's facilities to the highest standards.

As the Resort General Manager, you should possess an understanding and appreciation for Hawaiian culture and attitude. Your background should include experience in destination leisure travel and guest management, with a focus on developing extended stay guests.

You’ll need to be a hands-on leader, adept at handling day-to-day operations while also keeping an eye on the bigger picture. Your responsibilities will span various critical areas, including maintenance, asset protection, owner and guest services, sales, accounting, budgeting, human resources, and maintaining high standards for guest rooms and property. Additionally, you’ll play a pivotal role in maximizing profitability, ensuring guest satisfaction, and maintaining company standards.

While the resort offers limited food and beverage services (including breakfast and select evening offerings), there is no full restaurant or bar on-site.

Job Responsibilities:

1. Daily Operations Oversight & Leadership

• Oversee day-to-day resort operations, including front desk services, housekeeping, maintenance, concierge, and guest services.
• Ensure all resort facilities, amenities, and accommodations are well-maintained, clean, and in excellent condition to meet guest expectations.
• Provide strong leadership and direction to the resort staff, fostering a culture of accountability, professionalism, and continuous improvement.
• Recruit, train, and mentor staff, empowering them to perform their duties effectively and contribute to the overall success of the resort.
• Encourage open communication, collaboration, and teamwork among various departments at the resort to achieve common goals.

2. Employee Management involves various tasks and responsibilities aimed at optimizing workforce performance and maintaining a positive work environment. It encompasses recruitment, training, motivation, performance management, problem resolution, policy enforcement, legal compliance, personnel management, coaching, conflict resolution, staff development, time management, effective communication, and work planning.

3. Maintenance Management & Asset Protection involves conducting regular inspections to ensure safety, cleanliness, and upkeep of resort properties. A proactive maintenance program is developed and implemented to maintain optimal conditions in guest rooms, common areas, landscaping, and equipment. Coordination with maintenance staff facilitates the identification and prioritization of repairs and preventive tasks. Preventive maintenance programs and quality control measures are implemented to preserve the integrity of facilities and enhance the guest experience. Budgets for capital expenditures are developed and proposed to owners, with a focus on approved improvements. Relationships with vendors and contractors are established to secure cost-effective maintenance services. Strategies are implemented to safeguard resort assets against damage, theft, and wear and tear, including enforcing security protocols and collaborating with insurance providers for adequate coverage and claims management.

4. Budgeting and Financial Management

• The role involves developing and overseeing the resort's annual operating budget, forecasting revenue, expenses, and profitability targets. The focus is on optimizing revenues, minimizing expenses, and meeting or surpassing budgeted EBITDA.
• Collaboration with accounting staff ensures accurate financial data input, organization, and analysis. Financial performance is monitored, variances are analyzed, and cost-control measures are implemented to enhance revenue and reduce expenses, particularly in labor and property costs.
• Detailed financial reports, performance metrics, and forecasts are prepared for asset managers and property owners. Additionally, monitoring guest balances, receivables, and refunds is part of the responsibilities.
• Establishing an inventory/loss control system and overseeing monthly inventory ensure purchases align with budgets and are made from approved vendors.

5. Sales & Marketing

• Develop and implement marketing and revenue strategies to attract new guests and retain long-term guests. This involves collaborating with revenue management to create promotional campaigns and sales initiatives.
• Utilizing digital marketing channels like the resort's website and social media platforms, as well as online travel agencies, helps increase visibility and drive bookings.
• Cultivating and maintaining relationships with key partners, including MCBH and vendors providing resort entertainment and services, further enhances the resort's offerings and guest experience.

6. Guest Experience Management

• Develop and execute strategies to enhance every aspect of the guest journey within the resort. This includes ensuring that all guest interactions reflect warmth, professionalism, and hospitality.
• Service standards are established and maintained to prioritize guest satisfaction and personalized service delivery. Continuous training opportunities are provided to staff to equip them with the necessary skills to meet and exceed guest expectations.
• As the primary point of contact for guest inquiries and feedback, prompt and empathetic responses are crucial. Guest concerns and complaints are addressed promptly and effectively, with proactive measures taken to prevent recurrence.
• Collaboration with department heads helps address any identified deficiencies or areas for improvement, ensuring a consistently high standard of guest experience throughout the resort.

7. Crisis Management & Safety

• Develop and implement thorough plans and procedures to safeguard the well-being of guests and staff in various situations. This includes regular training drills to prepare staff for emergencies and ensure a coordinated response.
• Effective communication with guests during crises is essential, providing clear instructions, reassurance, and assistance as necessary to ensure their safety and security.

8. Staff Communications

• Establish and maintain open lines of communication with all staff members, fostering a culture of transparency, collaboration, and teamwork.
• Conduct regular staff meetings, one-on-one sessions, and training sessions to share updates, solicit feedback, and align team members with resort goals and objectives.
• Ensure that all staff members are aware of their roles, responsibilities, and performance expectations, providing clear direction and guidance as needed.

9. Owner Relations Management involves establishing and nurturing positive relationships with property owners based on trust, transparency, and mutual respect. This includes serving as the primary point of contact, providing regular updates on resort performance and operational matters, and addressing inquiries and concerns promptly and professionally. Communication is key, with operational updates and strategic plans shared to solicit feedback and input. Collaboration with property owners extends to developing long-term capital improvement plans, prioritizing projects based on various factors. Transparency in maintenance activities and property management decisions is maintained through regular updates. Owner meetings and presentations are organized to provide comprehensive updates on resort operations and strategic initiatives, with detailed reports summarizing key findings and proposing action plans as needed.

10. Miscellaneous: perform duties in all aspects of hotel operations whenever needed. Ensure responsibilities and special projects and tasks are fully completed and to agreed timelines.

Job Type: Full-time

Pay: $94,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Relocation assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Nights as needed
• Weekends as needed

Education:

• Bachelor's (Required)

Experience:

• resort or hotel management: 3 years (Required)

Ability to Commute:

• Kaneohe, HI 96744 (Required)

Ability to Relocate:

• Kaneohe, HI 96744: Relocate before starting work (Required)

Work Location: In person