Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
*Relocation Assistance Provided
The General Manager leads all aspects of the property with responsibilities that include guest and associate satisfaction, ownership satisfaction with management services, human resources recruitment and retention, financial performance, group, exclusive restaurant operations and revenue, event catering, leisure, property maintenance, business sales and rooms revenue.
General Manager embraces the ESPACIO The Jewel of Waikiki and Mugen brands and drives a pervasive passion and culture that supports luxury service and outstanding guest experiences. Enjoys interacting with demanding guests and proactively seeks to exceed their expectations.
Builds, develops and retains a leadership team that reflects management’s obsession with delivery of flawless guest experiences. Capable of strategic development, strategic and operational execution, and providing leadership to all individuals. The General Manager ensures all revenue streams are optimized in all profit centers. Works with the Marketing teams to stimulate demand and guide the public awareness and communications to support ESPACIO and Mugen.
Develops strategies to support the owner’s financial needs, associate and guest satisfaction while acting as an agent for the Management Company and championing its services. Communicates professionally with owners to build owner loyalty and confidence through proactive communication, setting and managing expectations and delivering solid business results.
Engagement with local community, support of luxury experiences. Builds relationships with local business leaders and customers.
JOB SPECIFIC TASKS
Visibility and Engagement
Being personally welcoming and available to guests. Has the ability, disposition and desire to interact with guests and understand them in order to be able to anticipate their needs. Strives to be affable and outgoing, while discreet and unobtrusive.
Working with the Marketing Agencies, Aqua-Aston corporate office support, developing ESPACIO and MUGEN. Working with leadership and associate team to bring the ESPACIO to life.
Collaborates with Aqua-Aston Revenue Management support, Field marketing, marketing, public relations, revenue and sales teams to drive revenue for all profit centers of the property. Partners with Sales to cultivate business relationships, participates with closing business, sources new leads and ensures operational leaders deliver customer service experiences driving repeat business and loyalty. Participation and accountability for effective pricing strategies, understanding drivers by season, economy, market segmentation, service deliverables and customer satisfaction, ensures demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labor and capital expenses.
Works closely with Aqua-Aston and Marriott Vacations Worldwide to stay current with industry trends, and aware of competitor offerings. Develops new offerings, including guest amenities and guest programming, that are on brand and translate into customer experiences and profitable enterprises. Develops property business and marketing plans with marketing leadership to support the property. Creates buy-in by all stake holders to deliver.
Owns all aspects of the property’s marketing, business and financial plans, including both the hotel and the restaurant. Translates these plans into executable actions for leadership and associate support and timely execution. Driving customer, associate satisfaction, profitability and market share. Capable of accessing team strengths and opportunities for development to ensure success of these plans. Encourage team suggestions, creative thought and ideas to refine and enhance the results of these plans.
Partnering with Aqua-Aston HR and recruiting, build a strong, confidence-inspiring leadership team. Create a cohesive team capable of collaboration and autonomy. Empower property leaders to deliver on the marketing, business and financial plans in accordance with the ESPACIO and MUGEN brands and Aqua-Aston culture. Encourage team feedback, hold the team accountable, foster independence and autonomy. Create learning opportunities for staff to immerse themselves in customer service techniques in support of culture and brand. Ensure all employees are treated fairly, and with respect; build rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; is available and accessible to employees (“open door policy”); ensure pay and benefits are appropriate for labor market; celebrate the success of employees in a public way; work with Human Resources to maximize employee engagement, monitor local labor environment, and address issues as needed
General Manager serves as the compass for ESPACIO. As the compass, the GM ensures a collaborative partnership between the property team and corporate service providers so that all touch points of the property support the ESPACIO brand through service offerings, services and facilities. GM inspires the staff to embrace the “Jewel of Waikiki” brand and become mentors within their departments to guide their teams on brand initiatives. GM demonstrates exceptional work ethic, leadership through empowerment, and serves as a role model.
Working with the Aqua-Aston financial team, developing intelligence on market share, profitability of each profit center, associate engagement, Marriott guest satisfaction scores, financial operating performance, and product development and execution.
Through proactive communication, the GM is an agent for the management company and is expected to build owner loyalty for the management company. Communicating strategic plans, executing the plans and communicating the results of the plans. Deliver the strategic plans effectively. Keep the owner informed on emerging initiatives, property performance, and maintain a balance between owner interests, associate engagement, and management guidance. Develops and recommends solutions that effectively deliver to all stakeholders.
Customer and Community Engagement
Leads by example with high visibility with guests and local clientele. Participates and supports Sales site inspections and public relations opportunities. Avid consumer of guest feedback to identify trends and opportunities to enhance the guest experience and recognize star associate performers. Embraces technology to track customer satisfaction trends and identify root cause opportunities to improve. Meet with leadership team for divisional presentation of Guest satisfaction results and monthly action plans. Work closely with the Aqua-Aston communications team to optimize PR, promotional, and social media opportunities through media relations, sponsorships, community involvement, media opportunities for the GM and Chef.
Management Company/Brand Compliance
Learns and embraces management company culture. Property compliance with all brand and service standards, labor, operations, safety, and legal requirements. Ensure routine inspections and quality assurance audits are completed with each department with monthly reports. Ensure food sanitation, safety, and governmental regulations for the safety and well being of our guests, members, associates, owners and community. Ensure restaurant property, living wall and other foliage installations, pool, jacuzzis, saunas,, spa and guest rooms are well maintained and exceed customer expectations.
Education and Experience
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 10 years General Manager experience.
- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 8 years General Manager experience.
- General Manager experience in luxury or upper upscale property.
- Food and Beverage knowledge and expertise ex; prior experience as a Food & Beverage Director a plus
- Ability to communicate (verbal, written) in Japanese; Experience and knowledge of Japanese culture and customs
- Ability and willingness to work flexible hours including weekends, holidays and late nights.
- Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.