Resort Manager – Polynesian Resort

Position Overview

The Resort Manager is responsible for the overall day-to-day operation of Polynesian Resort, ensuring that the property delivers an exceptional guest experience while meeting operational, financial, service, and organizational objectives. This position provides leadership and direction to department heads and employees across the resort and is responsible for creating a culture of accountability, teamwork, hospitality, and operational excellence.

The ideal candidate is a hands-on, highly organized leader who understands that a successful resort requires strong people, consistent standards, effective communication, financial discipline, and a relentless focus on the guest experience.

Key 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.

Qualifications & Skill Set

• 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.
• Strong financial and operational understanding.
• Demonstrated ability to hire, develop, coach, and hold teams accountable.
• Exceptional customer service and guest recovery skills.
• Excellent verbal and written communication skills.
• Strong organizational, problem-solving, and decision-making abilities.
• Ability to analyze information, identify priorities, and take decisive action.
• Strong interpersonal skills and ability to build effective relationships across all levels of the organization.
• Ability to remain calm, professional, and solutions-focused under pressure.
• Strong computer and technology skills.
• Ability to work a flexible schedule, including weekends, holidays, and high-occupancy periods.

Leadership Expectations

The Resort Manager is expected to be a visible and engaged leader who does not simply manage from an office. The successful candidate understands what is happening throughout the property, knows the challenges facing each department, communicates clearly, follows through on commitments, and creates an environment where employees understand what is expected of them and take ownership of their results.

Most importantly, the Resort Manager is responsible for ensuring that every department understands that it plays a role in creating the Polynesian guest experience.

Reports To: General Manager 

Qualifying team members may enjoy the following benefits:

• Health insurance
• 401K Plan (matched)
• Vision and Dental insurance
• Disability, Life, and Accident insurance
• Paid Vacation
• Referral Program
• Bereavement leave