Resort Manager

Resort Manager page is loaded## Resort Manager remote type:
On-Site locations:
The Whaler at Kaanapali Beach Resort & Spa - Lahaina, HItime type:
Full time posted on:
Posted Todayjob requisition :
JR112381

Set along the pristine Kaanapali Beach shoreline is The Whaler Resort on Ka'anapali Beach, a condominium resort that exudes leisure and relaxation. Comprised of two 12-story towers on six acres of lush tropical landscaping, guests spend days dipping in the pool, catching sunsets on the beachfront, and unwinding by the fire pits. At HEI, we recognize that our enormous success is solely the result of our greatest asset:
Our People. Where people work is a choice and we are excited to have the opportunity to talk to you about opportunities to join our team!

We value U.S. military experience and invite all qualified military candidates to apply.
** Overview
* * The Resort Manager Condo Hotel at The Whaler Resort is the senior on-site executive responsible for overall resort performance, owner satisfaction, guest experience, and alignment with AOAO governance. This role blends full-service upper-upscale resort leadership with condo-hotel ownership dynamics, ensuring best-in-class hospitality, strong owner engagement, and long-term asset value growth reflective of The Whaler’s legacy, lifestyle, and Ohana-driven culture.###
** Reporting Structure*
* • Reports to President of Home Host
• Serves as the primary operational liaison to AOAO Boards and Committees
• Provides direct leadership to the Director of Operations and resort leadership team
• Partners closely with Home Host leadership, Reservations, Front Office, and approved third-party operators
** Executive Responsibilities and Measurable KPIs
**** Resort Operations and Service Excellence*
* • Accountable for all front-of-house and operational functions impacting guests and owners
• KPI:
Guest Satisfaction (Medallia / GSS) scores at or above brand and competitive set benchmarks
• KPI:
Reduction in guest service recovery cases year-over-year
• Ensures consistent, lifestyle driven service standards aligned with The Whaler brand
** Owner Relations and Strategic Support*
* • Serves as the senior owner-facing leader and escalation point
• KPI:
Owner satisfaction scores maintained at best-in-class levels
• KPI:
Reduction in owner-related escalations and complaint resolution time
• Oversees owner communication cadence, transparency, and trust-building initiatives

AOAO Governance and Compliance
• Acts as the senior liaison between resort operations and AOAO leadership
• KPI:
Zero material AOAO compliance findings related to operations or rental activity
• KPI:
Timely completion of AOAO reporting, meetings, and action items
• Ensures AOAO rules, safety standards, and governing documents are embedded in daily operations
** Rental Program Alignment and Growth*
* • Oversees alignment between The Whaler Resort and Home Host, internal rental programs, and approved third-party operators
• KPI:
Year-over-year growth in managed rental participation
• KPI:
Retention rate of owners within approved rental programs
• Ensures reservation accuracy, rate integrity, and arrival experience standards across all rental pathways
** Operational and Reservations Oversight*
* • Provides executive oversight of reservations accuracy and front desk execution
• KPI:
Reduction in booking errors and arrival-related guest issues
• KPI:
Improved check-in satisfaction and arrival experience scores
• Ensures seamless arrival, stay, and departure execution
** Technology, Systems, and Process Integration*
* • Oversees adoption of operational and owner-facing technology platforms
• KPI:
Full adoption of approved systems across FOH and owner workflows
• KPI:
Reduction in manual workarounds and system-related errors
• Ensures systems support scalability, transparency, and service excellence
** Financial and Performance Leadership*
* • Accountable for budget performance, labor efficiency, and cost controls
• KPI: GOP performance at or above approved budget
• KPI:
Labor cost management within approved thresholds
• Reviews unit performance, rental trends, and service metrics
** Service Culture and Community Leadership*
* • Champions a…