Operations Manager - Housekeeping & Maintenance - Grand Pacific Resorts

Description

Job Summary:

The Operations Manager for Housekeeping and Maintenance at Makai Club Resort is responsible for ensuring a clean, safe, and well-maintained environment for associates, owners, and guests. The role focuses on maintaining operational efficiency, industry compliance, and exceptional guest service through effective leadership and management of both departments.

Essential Duties and Responsibilities:

Leadership & Management:

• Oversee daily operations of housekeeping and maintenance, ensuring compliance with GPR and resort Standard Operating Procedures and maintaining high standards.
• Lead, train, and motivate staff to meet operational goals and provide excellent guest service.
• Conduct regular team meetings to review updates, gather feedback, and assess staff performance.
• Ensure effective collaboration between departments to create a welcoming and well-maintained environment for all.

People Excellence Responsibilities

• Actively participate in recruiting and retaining top talent for resort associate positions.
• Manage associate performance through daily development, timely annual reviews, and ongoing performance management processes.
• Ensure new associates complete orientation within 30 days of hire and oversee accurate timekeeping.
• Maintain comprehensive associate files, including disciplinary actions, positive feedback, training, certifications, reviews, merit increases, and action plans.
• Promote the "BE EPIC Moments" program to highlight positive interactions and foster a culture of recognition and appreciation.
• Cultivate an environment that embraces BE EPIC values; ensuring associates embody GPRM’s Service Culture.
• Manage feedback from the Annual Associate Opinion Survey, implementing Manager Action Plans and conducting GPR Listens Sessions according to procedures.

Health & Safety Compliance:

• Act as the Resort Safety Coordinator, ensuring timely completion of all safety and compliance training.
• Ensure housekeeping and maintenance operations comply with health, safety, and hygiene regulations.
• Develop and enforce safety procedures to protect guests and staff, minimizing accidents.
• Conduct safety audits, coordinate emergency response procedures, and assess risks to ensure preparedness.
• Lead resort safety initiatives, such as monthly safety walks, meetings, and programs.
• Participate in Worker’s Compensation claims and incident reporting, while promoting a safe, accident-free environment.
• Maintain effective emergency procedures to safeguard the well-being of owners, guests, and associates.

Service Excellence Responsibilities

• Ensure the consistent delivery of GPR service standards, maintaining high levels of service excellence in all guest interactions.
• Utilize technology platforms such as Kipsu, SPI, AI, Knowcross, and the Reputation platform to streamline operations and improve guest and owner experiences.
• Manage room readiness to ensure all rooms are prepared and available by the designated check-in time.
• Aim to achieve and maintain "Green Zone" performance in key service metrics, including overall service satisfaction and room cleanliness.

Guest Experience:

• Ensure guest rooms, public areas, and amenities are consistently maintained to meet the property’s quality standards.
• Promptly address guest complaints related to cleanliness or maintenance, providing effective resolutions to enhance guest satisfaction.
• Collaborate with other departments, such as Guest Services and Landscaping, to ensure smooth operations and an exceptional guest experience.
• Attend weekly "Coffee Klatch" sessions to engage with resort owners, offering opportunities for direct interaction and feedback.

Housekeeping Operation:

• Ensure the housekeeping team follows daily cleaning schedules, maintains public areas, and manages laundry services.
• Conduct regular inspections of guest rooms, corridors, and public areas to ensure cleanliness and compliance with hotel standards.
• Oversee inventory of cleaning supplies, linens, and guest amenities, ensuring timely procurement and effective stock control.

Maintenance Operations:

• Oversee preventive maintenance programs, ensuring timely inspections and repairs of HVAC, plumbing, electrical systems, and other infrastructure.
• Ensure guest rooms and public areas are free from maintenance issues, such as faulty fixtures or broken equipment.
• Maintain logs and schedules for routine maintenance and emergency repairs to minimize disruptions and downtime.
• Oversee construction and FF&E projects/renovations, ensuring a strategic, time-bound plan is in place.
• Ensure compliance with the resort's CC&Rs and Rules & Regulations.

Success Excellence Responsibilities

Budgeting & Cost Management:

• Develop and manage departmental budgets, controlling expenses while maintaining service standards.
• Monitor labor costs, inventory usage, and maintenance expenditures, identifying opportunities for cost optimization.
• Approve purchase orders, manage vendor contracts, and oversee outsourced services for housekeeping and maintenance.
• Coordinate with third-party contractors for specialized services, equipment maintenance, and facility upgrades.
• Ensure vendors deliver quality services on time and within budget, evaluating performance as needed.
• Manage procurement of supplies and equipment, negotiating terms to maximize cost efficiency.

Staffing & Scheduling:

• Prepare and manage staff schedules to ensure full coverage and optimize efficiency in both departments.
• Oversee hiring, training, and performance evaluations for housekeeping and maintenance teams.
• Implement ongoing training programs to ensure staff follow best practices and meet guest service standards.

Continuous Improvement:

• Identify and implement operational improvements to enhance efficiency, reduce costs, and improve guest satisfaction.
• Stay current on hospitality industry trends, technology, and innovations related to housekeeping and facility management.

Qualifications

Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• 5+ years of experience in hotel or resort operations, including at least 2 years in management, ideally in housekeeping or maintenance.
• Strong leadership and interpersonal skills with the ability to manage diverse teams.
• Proven experience managing budgets, scheduling, and departmental operations in a hospitality setting.
• Excellent organizational and multitasking skills, with strong attention to detail.
• Knowledge of health, safety, and environmental regulations in the hospitality industry.
• Proficiency in property management systems (PMS), facility management software, and Microsoft Office Suite.

Working Conditions:

• Flexibility to work weekends, holidays, and evenings as needed.
• Regularly inspect rooms, public areas, and facilities.
• Handle emergency situations such as power outages or equipment malfunctions and resolve them promptly.
• Adhere to all company policies and safety procedures.
• Maintain a professional demeanor at all times.
• Additional projects and duties may be assigned as needed.

Physical Demands:

• Tasks are performed both indoors and outdoors, with varying temperatures depending on the location.
• Occasionally required to climb, balance, stoop, kneel, crouch, or crawl.
• Frequently required to lift and move up to 10 pounds, and occasionally up to 25 pounds.
• Vision requirements include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment:

• The noise level is typically moderate.
• Due to the nature of the hospitality industry, associates may work flexible schedules based on business needs. Attendance at scheduled meetings, training, and seminars is required.
• Some travel may be necessary.