General Manager Honolulu, HI, US
Company: Capital Vacations
Location: Honolulu
Posted on: May 3, 2024
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Job Description:
Responsible for the overall operation of the resort, including
maintaining professional relationships with owners, Board members,
and VRI staff. Duties include overseeing the overall safety,
security, maintenance, and service levels of the resort,
supervising resort staff in accordance with all Board and
management company policies and employment law, ensuring that all
financial controls are maintained, preparing and delivering
required reports accurately and timely, ensuring that all assets
and inventories are maintained and protected, establishing positive
relations with the community and governing agencies, maintaining
professional vendor relations, monitoring and ensuring owner/guest
satisfaction, managing owner, renter and exchange guest
reservations, facilitating and achieving Board directives and
goals.Leads by example, builds morale, motivates and trains
employees to provide the highest standards of excellence in
hospitality and vacation ownership. Due to the limited size of this
property, you will be required to participate in most job functions
and tasks as the General Manager.ESSENTIAL DUTIES AND
RESPONSIBILITIES:Directs resort staff to achieve the duties listed
below and performs other duties as may be assigned:1. Enforces
Board and VRI standards for the health, wellbeing, and safety of
employees, owners, guests, visitors, and vendors.2. Practices,
promotes, enforces, and achieves Board and VRI core values,
policies, philosophies, and goals.3. Responsible for recruiting new
employees for vacant positions including advertising, interviewing,
and verifying qualifications. Responsible for training, evaluating,
motivating, recognizing, and awarding employees for optimal
employee satisfaction and retention. Also responsible for
disciplining up to and including termination in accordance with
employment law and current employee handbook.4. Follows and
enforces all rules and regulations set forth in the current
Employee Handbook.5. Responsible for planning, developing, and
implementing Board approved employee policies and procedures in
coordination with the VRI's Director of Resorts.6. Responsible for
maintaining services at a level that ensures owner/guest
satisfaction, excellent Customer Service Scores, and positive
comments on social media and travel rating platforms.7. Monitors
online reputation and responds to negative postings.8. Maintains
expenses within Board-approved annual budget, reports, and attempts
to offset significant variances and reports same on a timely basis.
Assists VRI with budget development and presentation to the
Board.9. Provides oversite of all capital projects, leases,
contracts, and all business concerns on behalf of the
Association.10. Performs weekly unit inspections and ongoing common
area inspections and addresses any deficiencies in cleanliness and
maintenance or safety issues.11. Reviews night audits, daily
reports, and all financial controls for accuracy and timely
completion.12. Analyzes income statement variances to budget
minimally on a monthly basis to determine favorable and unfavorable
trends. Is able to explain/account for variances and provides
regular reports to VRI's Director of Resort and the Board.
Additionally, must be proactive in minimizing negative variances
and/or take necessary steps to mitigate future variances.13.
Responsible for the approval/verification of all vendor invoices
and the timely submission to VRI for processing and payment.14.
Takes an active interest and supports the promotion, generation,
and maximization of rental income for the resort.15. Oversees the
assignment of the owner, exchange, and rental guestrooms based on
room availability, use rights, governing by-laws, and rental
policies.16. Meets with staff and reviews occupancy activity, guest
satisfaction, and occupancy reports to determine service level
corrections and recommended policy changes for VRI review and Board
approval.17. Ensures timely and complete communication of
directives to department supervisors that include, but are not
limited to, any changes to policies, systems, or operations.18.
Promotes the resort within the local community.19. Responds to
owners and guests professionally and with empathy to resolve
problems or complaints. Handles special requests and unusual
circumstances with compassion and understanding in order to
maintain overall owner and guest satisfaction. -20. Immediately
advises VRI's Director of Resorts of any unusual and/or material
event.21. Serves as liaison between owners, exchange company(ies),
and VRI. Provides information and assistance to owners inquiring
about use rights, policies, management services, and exchange
company policies and procedures.22. Answers questions pertaining to
payment of assessments and fees. Contacts owners whose fees are
delinquent prior to the submission of their account to the approved
outside collection agency. Works to resolve payment errors or
disputes within Assessment Billing and Collection policy
guidelines. Establishes payment plans and other Board approved
account resolution initiatives in accordance with said policy.23.
Reviews monthly exchange company CSI reports internal comment cards
and online postings with staff. Monitors trends and reports same
along with any recommended changes to policies or services to VRI's
Director of Resorts and the Board.24. Responsible for ensuring
staff compliance with all required health and safety
meetings/classes.25. Conducts himself/herself in a professional
manner at all times.KEY POINTS & EXPECTATIONS
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Keywords: Capital Vacations, Honolulu , General Manager Honolulu, HI, US, Executive , Honolulu, Hawaii
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