Operations Manager

The Operations Manager is a key leadership position that is responsible for the safety, security,
and hospitality experience of Capitol Place. Oversees all aspects of the Residential Specialist
department including direct supervision of the associates. Assists the General Manager in
creating and executing 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

1. Leads by example and applies the absolute highest standards for our Residential
Specialists to follow. Promotes a positive, friendly, professional, uplifting environment
and ensures best in class service in all interactions with residents, guests, and team
members.

2. Responsible for training and developing all Residential Specialists on Standards of
Excellence, Company Policies and Standard Operating Procedures.

3. Has knowledge and assists in all emergency procedures as required. Ensures all safety
and security protocols are consistently followed.

4. Engaged leader that communicates, motivates, coaches, recognizes, and supervises all
subordinate personnel. Organizes department meetings and conducts performance goals
and reviews with team members. May be authorized to hire or discipline employees
subject to the review and approval of the General Manager.

5. Empowers all Residential Specialists to provide excellent service in an intuitive manner by
anticipating resident and guest's needs.
6. Responds to and fields all resident complaints and concerns relating to service or safety
on a management level.
7. Looks for innovative, creative, and efficient solutions to understand the needs of our
residents. Manages the implementation process of residential services by ensuring all
resources and tools are effectively used to enhance the Capitol Place experience. I.e. –
TownSq and CRM.
8. Uphold House Rules and other regulations directed by the Board of Directors.
9. Generates and maintains reports and records regarding resident, guest, and visitor
incidents.

10. Manages the work schedule and shift assignments for the Residential Specialist
Department to ensure adequate coverage in a 24/7 operation.

11. Attends Board of Director meetings on occasion. May represent Capitol Place at industry
meetings, business projects, functions, and activities to promote a positive public and
professional image throughout the community.

12. Participates in a minimum of (1) property walk per week with General Manager and other
department leads. All discrepancies are tracked and completed through TownSq.
SUPERVISION

A. Supervision Exercised:
Exercises direct supervision of all residential specialist team members. Exercises indirect
supervision of all subordinate administrative, housekeeping, maintenance, and grounds
personnel. Provides direct supervision in the absence of the General Manager.

B. Supervision Received:
Receives direct supervision from the General Manager, occasional direct supervision
from the Property Manager or Board of Directors.

1. Two (2) years' experience as an Assistant General Manager or Operations Manager or
five (5) years experience in a major hotel, luxury condominium or apartment facility
involving management of a key department. Equivalent experience in accounting
procedures and elementary financial analysis.

2. Working knowledge of Microsoft programs: Outlook, Excel, Word.
3. Must be able to effectively communicate both verbally and written, with all levels of
management, employees, residents, and guests in an attentive, friendly, courteous, and
service oriented manner.
4. Ability and experience to develop procedures and effectively resolve conflict.
5. Must be flexible to work nights, weekends, holidays and remain on call for emergencies.
Long hours and shift coverage required when necessary.
EDUCATION/TRAINING

1. Accredited General Manager (ARM) accreditation preferred; training in Basic CPR and
First-Aid; college degree desirable. Continuing Education credits. Leadership Training
experience.

2. Current State of Hawaii Guard License.