Strong financial and operational acume
Executive Responsibilities and Measurable KPIs
Rental Program Alignment and Growth
KPI: Full adoption of approved systems across FOH and owner workflows
Benefits
Leadership Profile
KPI: GOP performance at or above approved budget
Compensation
Market-leading compensation packages, generous PTO and flex-time initiatives, outstanding career development and advancement opportunities
Financial and Performance Leadership
Deep understanding of condo-hotel operations and AOAO governance
Oversees alignment between The Whaler Resort and Home Host, internal rental programs, and approved third-party operators
KPI: Reduction in booking errors and arrival-related guest issues
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
KPI: Guest Satisfaction (Medallia / GSS) scores at or above brand and competitive set benchmarks
Owner Relations and Strategic Support
Oversees adoption of operational and owner-facing technology platforms
Ensures reservation accuracy, rate integrity, and arrival experience standards across all rental pathways
AOAO Governance and Compliance
Ensures consistent, lifestyle driven service standards aligned with The Whaler brand
Oversees owner communication cadence, transparency, and trust-building initiatives
Ensures systems support scalability, transparency, and service excellence
Provides direct leadership to the Director of Operations and resort leadership team
Vacation, Sick and Holiday programs
Technology, Systems, and Process Integration
Supports community engagement, local partnerships, and cultural initiatives reflective of Maui, The Whaler Resort AND Home Host Brand
Serves as the senior owner-facing leader and escalation point
Ensures AOAO rules, safety standards, and governing documents are embedded in daily operations
401(k) Savings Plan with matching funds
Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans
Discounts through our 'YouDecide' and Hotel Room Discount programs
Provides executive oversight of reservations accuracy and front desk execution
Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed
Acts as the senior liaison between resort operations and AOAO leadership
The Whaler Resort is the senior on-site executive responsible for overall resort performance, owner satisfaction, guest experience, and alignment with AOAO governance.
Serves as the primary operational liaison to AOAO Boards and Committees
KPI: Improved check-in satisfaction and arrival experience scores
Ensures seamless arrival, stay, and departure execution
Proven General Manager or senior resort leadership experience
KPI: Consistency of guest satisfaction across all owner units regardless of rental pathway
Champions a hospitality-driven, lifestyle-oriented service culture rooted in The Whaler Ohana
KPI: Associate engagement and retention metrics year-over-year improvement
KPI: Labor cost management within approved thresholds
Service Culture and Community Leadership
HEI Hotels and Resorts is an equal opportunity employer
Operational and Reservations Oversight
KPI: Timely completion of AOAO reporting, meetings, and action items
Reviews unit performance, rental trends, and service metrics
KPI: Owner satisfaction scores maintained at best-in-class levels
KPI: Year-over-year growth in managed rental participation
Resort Operations and Service Excellence
Reports to President of Home Host
KPI: Reduction in guest service recovery cases year-over-year
KPI: Retention rate of owners within approved rental programs
Owner-centric, service-driven leadership style aligned with The Whaler and Home Host culture
Salary Range: $120,000.00 - $135,000.00 Annually
KPI: Reduction in manual workarounds and system-related errors
Accountable for all front-of-house and operational functions impacting guests and owners
Ability to lead complex, multi-stakeholder environments with clarity, accountability, and heart
Partners closely with Home Host leadership, Reservations, Front Office, and approved third-party operators
KPI: Zero material AOAO compliance findings related to operations or rental activity
KPI: Reduction in owner-related escalations and complaint resolution time
Pet insurance through the ASPCA
Reporting Structure
Accountable for budget performance, labor efficiency, and cost controls