Resort Manager

About Us

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!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

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 hospitality-driven, lifestyle-oriented service culture rooted in The Whaler Ohana
• KPI: Associate engagement and retention metrics year-over-year improvement
• KPI: Consistency of guest satisfaction across all owner units regardless of rental pathway
• Supports community engagement, local partnerships, and cultural initiatives reflective of Maui, The Whaler Resort AND Home Host Brand

Leadership Profile

• Proven General Manager or senior resort leadership experience
• Deep understanding of condo-hotel operations and AOAO governance
• Owner-centric, service-driven leadership style aligned with The Whaler and Home Host culture
• Strong financial and operational acume
• Ability to lead complex, multi-stakeholder environments with clarity, accountability, and heart

Compensation

Salary Range: $120,000.00 - $135,000.00 Annually

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.