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Company: Royal Lahaina Resort
Location: Lahaina
Posted on: September 19, 2022

Job Description:

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. .


The overall goal of the Activities Manager is to continually strive to achieve the companies' goals through coaching, training and managing all Pool Attendant staff and developing a seasonal live music and activities package to enhance the value of a guest stay at the property. The Activities Manager must provide exceptional customer service to satisfy expectations and heightened experience for all guests. The Activities Manager is directly responsible for staffing and training in all receptive areas following Highgate standards and SOPs.

To achieve the responsibilities of the Activities Manager there needs to be a constant line of communication with the Department Managers to maintain high standard levels and assure guest experience both in rooms and common areas. To have a constant knowledge of daily, weekly, monthly and yearly budget goals to schedule activity events .


- To have a thorough knowledge and understanding of Highgate Hotel policies, Rules and Codes of Conduct. To communicate and implement to the team while overseeing departments.
- To be knowledgeable in Guest Services, Activities and Public Areas procedures and expectations.
- To maximize revenues and occupancy percentages by adding value to the hotel amenities and resort fees.
- To have an understanding of weekly ranking on Trip Advisor. To communicate with the team the score and find ways of improving the Hotel's position on the Trip Advisor list.
- To maintain high standards of the Pool Attendant associates work performance by continually monitoring, performing manager observation checklists, coaching and training. To update and maintain the policy and procedures manual. To review their work performance as scheduled by hotel procedures and submit evaluations for review.
- To interview, hire staff members, train, counsel and issue progressive disciplinary action to include terminating when needed.
- To document human resources related challenges and communicate directly to the Property Manager and Hotel Leadership Team as needed.
- To maintain high standards in exceptional customer service. To ensure positive guest relations through continuous contact with hotel guests and resolution of any problems in a timely manner. To perform all job duties of maximizing guest service while simultaneously maximizing company goals and objectives.
- To respond to the guest issues, complaints and comments either through emails or typed written letters in a timely manner as it relates to the Highgate SOP. To accept constructive feedback and work to improve any deficiencies based on the information provided. To make appropriate decisions and respond accordingly.
- To coordinate and post staff work schedules for proper coverage keeping very close attention to over time. Approve hours worked to submit for payroll on a weekly basis.
- Regularly direct the work of at least two or more full-time employees during a shift.
- Monitor payroll daily to address the work demand/ needs and have efficient payroll management.
- To hold scheduled meetings with each other and to maintain an open line of communication of all pertinent information.
- To monitor the shift changes to assure there is accurate communication between employees.
- To have a sense of awareness on cleanliness and orderliness of grounds and pool areas as well as common areas on a daily basis.
- To perform year and month end duties including reporting, month end reconciliations, and inventory of and order supplies, including uniforms and nametags.
- To attend scheduled management team meetings and all meetings related to Activities and Pool Attendants.
- To perform other duties as assigned by the Property Manager, Assistant General Manager and General Manager based on operational needs.
- To be conscientious of activities and pool supplies to keep competitive pricing.
- Keep inventory tracking and place orders based on the monthly budget.
- Responsible for receiving and invoice control on items ordered. Including completing Checkbook.
- To be knowledgeable of pool attendants responsibilities.
- Take action and implement new procedures based on the comments from the Associate Opinion Survey. Motivate the team to improve scores and achieve Highgate score goals.
- To know all property policies and adhere to all fire, safety and security procedures according to management and hotel policy.
- To comply with all Highgate hotel policies and standard operating procedures of the Rules and Codes of Conduct.

Keywords: Royal Lahaina Resort, Maui , LU'AU STAGE MANAGER, Executive , Lahaina, Hawaii

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