Job Description

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General purpose:

This role is responsible for leading Kilo Kai team and overseeing a wide variety of guest activities including traditional Hawaiian canoe paddling, surfing, snorkeling, stand up paddleboarding, kayaking, fishing as well as managing the quality and standard of our game area for guests. In addition to this, the position is responsible for creating a unique and unforgettable experience for our guests in every interaction directly with the Kilo Kai team as well as assisting the Director of Guest Experience to ensure guest satisfaction across the resort while succeeding the highest expectations of service to maintain Kona Villa a Rosewood Resort as the Best Ultra luxury Resort worldwide while providing friendly, professional, efficient, and flexible service following Rosewood's Standards and Procedures Policy to maximize guest satisfaction while assisting.

Main Duties:

Operational

Manage and ensure quality of service and efficient operation throughout Kilo Kai and game zone to maximize guest satisfaction making sure these areas are always in perfect conditions of cleanliness and maintenance.Provide friendly, professional, efficient, and flexible service following the Rosewood Standards and Procedures PolicyResponsible for the supervision and coordination of Kilo Kai team to ensure that services are carried out efficiently.Interact with suppliers and contractors that offer services the guests require, always maintaining the hotel’s name by being professional and courteous with our vendors.Ensure that all operational equipment is preserved and handled correctly in Kilo Kai and game zone areas.Provide a genuine sense of Aloha and hospitality to employees and guests of the Resort.Promote a warm, friendly, and safe atmosphere for our guests during their use of our beach areas.Provide support services to the Marketing and Sales Team including but not limited to attending marketing functions, supporting marketing familiarization trips and prospective group tours.Create a dynamic menu of Kilo Kai Programs to be executed using in house staffing and sharing innovative ideas to keep it updated with trends in the market that keep the Aloha spirit.Create, develop & coordinate several guest events that occur during high seasons of the year like Thanksgiving, Festives, Easter, etc. And assisting in the creation of these programs for Kilo Kai.Assist the Retail Manager in the creation of a retail offering that includes Kilo Kai related merchandise like snorkel equipment, rash guards, hats etc.Demonstrates or trains others in safe and effective usage of equipment.Maintain the certifications for all staff for First Aid/First Responder, CPR and Lifeguard.Maintain AED equipment in conjunction with the Director of Safety and Security.Work with the Director of Safety and Security on Emergency Procedures and Rescue Plans.Develop and maintain a relationship with the counterpart at Kukio and Hualalai Resort to coordinate and monitor guest activity on the ocean.Maintain dedicated radio communication so that emergencies can be quickly identified to each Resort/Club to mobilize their staff in the water to respond.Develop and Update Job descriptions for all positions of the team.Source and Maintain Par Stock of Uniforms for Staff and manage their care and maintenance with the Laundry Manager.Develops and implements the agreed annual budget and business plan for the Department together with the TBD and makes recommendations for capital improvements to enhance the assets of the hotel.Monitors the financial performance and operational plans of the department to support the agreed overall objectives.Work with Director of Guest Experience on coordination of required permits, licenses, and insurance for the Kilo Kai Programs.Maintain Items in the Club point of sale system to accurately track guest charges.Approve, Code and Sign all invoices related to Kilo Kai Programs.Collaborate on a comprehensive program guide for guests to understand activities offered by the Kilo Kai team.Establish a long-term relationship with a local Canoe Club to provide sponsorship for their Club in exchange for access to canoes and paddlers for large groups at Kona Village that incorporate a group paddle or regatta for their guests.Develop and maintain written operating plans/standards of service for Kilo Kai Programs and Operations.Develop pricing structure for all programs and integrate the POS system with corresponding department offerings and pricing.Work closely with the Cultural Manager to develop meaningful integration with the Cultural Center and the Kilo Kai Program.Assist the Beach Services Department from time to time with guest service on the beach including moving beach chairs, towels, umbrellas, and cabanas.Oversee the daily set-up and breakdown of activities and equipment.Inspect all equipment and arrange for appropriate repair/replacement with department staff and if needed with the Director of Engineering or 3rd party vendor.Follow up any guest complaints and report to Director of Guest Experience the follow up taken.Review the Glitches of the month, following up on the problems that could have been anticipated and making strategies to avoid them.Coordinate and participate in the collection of Various inventories, such as: game zone equipment, equipment for aquatic activities, uniforms, and further more.Communicate to the entire team the importance of knowing the needs of guests as well as sharing any important information from the guest’s profiles during the Daily CallingProviding Daily Calling to share with the team the relevant information of the resort’s operation as well as any extra information that was given during the daily leaderhip meetings.Ensure appropriate establishment in communication processes between departments to ensure guest satisfaction and efficient operation of Kilo Kai and game zone.Creating SOPs and maintaining them updated for correct operation of Kilo Kai and game zone, as well as maintaining a fluent communication with Safety & Security in the SOPs that require their involvement.Provide Kilo Kai team with the necessary equipment for their operation, ensuring they take care of it in a proper manner.Interact with Public Areas & Engineering, to ensure the areas are in perfect condition.Attend daily meetings necessary for managers (daily AM meetings & leadership meetings, etc.)Verify storage is clean and items in good condition and in order, if not communicate to Kilo Kai team to coordinate cleaning that day.Check email as well as teams constantly to respond to concierge and other departments involved in requests in no more than 24 hours.Create POs based on available budget to do so for equipment and other needs of the Kilo Kai team and game zone area.Follow up on any purchasing pending to arrive.Ensures life safety standards are fully implemented and updated accordingly and working hand in hand with Safety & Security team.Keep track of profit & loss to always have control over the monthly comments of this.While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Staff Management

Ensure that all personnel report to work punctually, wearing their uniform correctly as brand standards dictate.Ensure that all staff always provide services in a pleasant and professional manner following their standards.Supervise water people ensuring that standards and methods of service are correctly maintained.Ensure that all colleagues and contractors know and understand the hotel's policies and procedures and that they adhere to them.Conduct evaluations for water people to ensure they are conducted effectively and in accordance with hotel policies.Carry out staff training to ensure that they have the necessary skills to carry out their duties with maximum efficiency.Devise training plans that motivate colleagues to carry out their work more effectively and follow up in their development plans.Carry out activities in favor of the work environment.Conduct interviews with possible candidates for Kilo Kai team.Nominate team members on a monthly basis and recognize the team members.Coordinate activities to integrate teamKeep track of opportunity areas or improvements shown for the Kilo Kai team.Keep SOPs and manual updated for the team’s procedures.Works closely with Director of Guest Experience to ensure optimum staffing levels relative to volume and productivity levels in all areas of the department.Maximizes training initiatives to drive efficiency and enhance operating and service performance of the Kilo Kai team.Collaborates with Talent & Culture to foster the development of a positive work environment for all employees. Mentors all levels of employees through formal and informal meetings, discussions, and performance feedback.Annual Performance Reviews and 90 Day Probation Reviews with the Director of Guest Experience providing constructive feedback toward career developments for associates within the Department.Weekly scheduling of all employees and keeping track of overtime to accordingly explain to finance.

Administration

Carry out and organize all administrative aspects of the Kilo Kai and game zone area, ensuring their clear and effective registration, such as: Purchase record, purchasing projections for the year, exercising Expenses Vs. Budget, various inventories, schedules, etc.Maintain administrative control per glitches follow up on monthly basis.Keep the manuals updated as well as SOPs accordingly.Keep a record of operation equipment applying the casualty control updated.

Participate in the preparation of the annual budget for all items that correspond to Kilo Kai and game zone areas.Be constantly vigilant in cost savings to ensure that expenses are always under control.Make necessary purchases for the team's equipment.Keep track of any weekly overtime and the reason as to why this is.Verify with Director of Guest Experience the budget for next months purchasesMust comply with monthly financial reporting requirements in his capacity as a department leader.Review and approval of payroll timely in ADP. Review and post Kilo Kai schedule timely in OnTrack.

Other tasks

Carry out extra tasks that are assigned by the Director of Guest Experience/Rooms Director and/or Resort Manager.Assist Director of Guest Experience in departmental or operational meetings.Respond to any changes in Guest Experience functions, as dictated by the hotel and/or operation.

General Skills

Must be able to carry out their duties with special attention to details, quickly and effectively.Establish priorities, organize, and follow up.Follow instructions effectively.Understand the need for guest service.Work together with colleagues as part of a team.Work under minimal supervision.Maintain confidentiality in guest information and information pertinent to the hotel.Knowledge of general standards of LQA & Forbes that impact the Kilo Kai and game zone areas.General knowledge of the different restaurants and activities in and outside the Resort to be able to make recommendations and suggestions to our guests.Must possess appropriate technical skills befitting the scope of the role.Knowledge of Windows package programs.Ability to keep the budget under control.Ability to train and develop Kilo Kai' associates.Ability to motivate staff as well as develop programs to encourage improved productivity.Ability to plan and organize work maximizing time and movements.Skills to provide an intuitive and refined service.Management of Know Cross, Opera, Alice, Glowing and Book4Time.Salary: $80,000/annually