Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Resort Manager
Job
The Whaler at Kaanapali Beach
Lahaina, HI (In Person)
$127,500 Salary, Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
79
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
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 benchmarksKPI:
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 levelsKPI:
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 activityKPI:
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 participationKPI:
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 issuesKPI:
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 workflowsKPI:
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 budgetKPI:
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 improvementKPI:
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