Job Details

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With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

The Operations Manager is a key leadership position responsible for the safety, security, and hospitality experience at Capitol Place. The role oversees all aspects of the Residential Specialist department, including direct supervision of staff. Assists the General Manager in developing and implementing standard operating procedures that emphasize best-in-class customer service for a luxury condominium. Ensures safety and security protocols are followed, and staff training is maintained.

Duties And Responsibilities

• Lead by example, applying the highest standards for Residential Specialists, promoting a positive, professional, and uplifting environment, and ensuring excellent service to residents, guests, and team members.
• Train and develop all Residential Specialists on Standards of Excellence, company policies, and SOPs.
• Assist in emergency procedures and ensure safety and security protocols are consistently followed.
• Communicate effectively, motivate, coach, recognize, and supervise department staff. Organize meetings and conduct performance reviews. May be authorized to hire or discipline staff with GM approval.
• Empower Residential Specialists to anticipate and meet resident and guest needs.
• Handle resident complaints and concerns related to service or safety at a management level.
• Innovate and implement residential services using resources and tools like TownSq and CRM to enhance the Capitol Place experience.
• Uphold House Rules and regulations set by the Board of Directors.
• Maintain incident reports and records for residents, guests, and visitors.
• Manage work schedules and shift assignments to ensure 24/7 coverage.
• Participate in property walks and represent Capitol Place at industry events as needed.

Supervision

• Direct supervision of Residential Specialist team members; indirect supervision of administrative, housekeeping, maintenance, and grounds staff. Provide supervision in the absence of the GM.
• Report to the General Manager, with occasional oversight from the Property Manager or Board of Directors.

Requirements

• Minimum of 2 years as an Assistant General Manager or Operations Manager, or 5 years in a similar management role in a hotel, luxury condo, or apartment facility, including basic financial procedures.
• Proficiency in Microsoft Outlook, Excel, and Word.
• Strong verbal and written communication skills, with the ability to interact courteously across all levels.
• Experience developing procedures and resolving conflicts effectively.
• Flexibility to work nights, weekends, holidays, and emergencies; willingness to work long hours when necessary.

Education/Training

• Preferred: Accredited General Manager (ARM), CPR and First-Aid certification, college degree, continuing education, leadership training.
• Current State of Hawaii Guard License required.

We are an equal opportunity employer, and all qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity/expression, pregnancy, age, national origin, disability, genetic information, veteran status, or any other protected characteristic.