Resort Operations Manager (Overnight Manager)

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Located on the southeastern coast of the pristine island of Lāna’i, lies the secluded retreat of Four Seasons Resort Lāna’i, an oceanfront destination offering travelers a curated, personalized island escape. The five-star, five-diamond Resort offers outdoor restaurants, including Nobu Lāna’i, a kid’s club, Tennis Garden, cultural programming, beach and pool with spacious seating areas nestled among tropical gardens, Hawanawana spa and luxury retail boutiques. Built on lava outcroppings, the award-winning Jack Nicklaus-signature golf course features ocean views on every hole. Island activities, many managed by Four Seasons include sunset sails and whale watch tours, horseback riding, sporting clays and archery, biking, hiking, and aerial adventures at Lanai Adventure Park or learn about Hawaiian wayfinding at the on-site observatory.

Aloha! Four Seasons Resort Lana'i is seeking a Resort Operations Manager to oversee the overnight operation of the resort.

JOIN OUR 'OHANA

The Four Seasons Beach Resort Lanai is looking for an Resort Operations Manager.

The Resort Operations Manager provides leadership and management for all operational hotel personnel during the overnight. They oversee the entire resort operation while managing the staff and managing assigned projects.  They will work closely with the staff from all departments to assure that standards are being met.

Job Responsibilities:

• Manages the day to day activities of the entire resort operation during the overnight shift.  Direct staff and follow up on daily projects while keeping end-result in mind. Ensures communications and follow-up with day shift on any problems, guest requests or special requirements. All matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees are handled by Resort Operations Manager. Responds swiftly and effectively in any hotel emergency or safety situation.
• Regularly tours the hotel and monitors the activities of all other departments, overseeing F&B outlets closure, follow up on housekeeping and engineering assignments, work closely with Security. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
• Be the main person of contact for any guest escalations and able to handle all guest interactions with the highest level of hospitality and professionalism in accordance with a Forbes 5 star property. Intuitive execution of any special requests whenever possible; Interaction with guest will be in person whenever possible or by phone. Personally, handles all guest relocations according to established guidelines.
• Guide front office team and review their work to ensure late arrivals, next day early arrivals and departures are reviews and actioned where needed. As needed blocks rooms for arrivals and ensure any discrepancies are resolved and communicated appropriately. Makes sure that all financial and credit procedures are followed.  Follows up on credit problems with Resort Assistant Manager and/or Credit Manager. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
• Work harmoniously and professionally with co-workers and supervisors. 
• Handle guest arrival or departure including handling payment, checking on transportation arrangements, assisting with luggage handling etc.
• Checks Staff facilities such as Locker Rooms and Staff Dining Room to assure that they are operating at Four Seasons standards.  Communicate to People and Culture when they are not.  Acts as a liaison for overnight shift with People and Culture.
• Maintains a balanced bank assigned by the hotel. Makes change