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 ...