About This Role
This management role oversees the daily operations of Polynesian Resort, ensuring an exceptional guest experience while meeting all operational, financial, service, and organizational goals. The position provides leadership to department heads and employees, fostering a culture of accountability, teamwork, hospitality, and operational excellence. It suits a hands-on, highly organized leader who prioritizes strong people, consistent standards, effective communication, financial discipline, and a relentless focus on guest satisfaction.
Responsibilities
- Lead and oversee the overall daily operation of the resort
- Provide direction, coaching, and accountability to department heads and resort teams
- Establish and maintain high standards for guest service, cleanliness, safety, professionalism, and operational performance
- Ensure the guest experience is consistent from arrival through departure and across every department
- Respond to and resolve escalated guest concerns and service recovery situations
- Work closely with all departments to ensure effective communication and timely resolution of operational and guest issues
- Monitor resort performance, staffing, productivity, and operational efficiency
- Oversee scheduling, hiring, training, development, and performance management in partnership with department leaders
- Review financial performance, labor, expenses, budgets, and operational controls to ensure the resort meets established objectives
- Hold department heads accountable for departmental performance, standards, staffing, and results
- Conduct regular leadership and operational meetings and ensure follow-through on priorities and action items
- Identify operational problems and implement solutions that improve efficiency, profitability, and guest satisfaction
- Monitor guest feedback, identify trends, and develop strategies to address recurring concerns
- Ensure resort policies, procedures, safety standards, and emergency protocols are consistently followed
- Work closely with Sales and other leadership teams to support occupancy, revenue, group business, and overall resort performance
- Maintain strong relationships with owners, vendors, employees, guests, and other key stakeholders
- Lead by example and maintain a visible leadership presence throughout the resort
- Support special projects and initiatives as directed by senior management
Requirements
- High School Diploma or equivalent required; college degree in Hospitality, Business, or related field preferred
- Significant hotel, resort, hospitality, or property management experience
- Proven management and leadership experience, preferably overseeing multiple departments