Our Company:

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our Property:

Imagine spending every day working in a place that must be seen to be believed. Timbers Kaua‘i at Hōkūala, oceanfront on Kaua‘i, is a blend of the pristine and playful, and we get to do what Owners and guests love in one of the most beautiful places on earth. Our team members reflect the highest level of aloha with anticipatory service in an unparalleled setting.

SUMMARY:

The Owner and Guest Experience Manager creates and delivers personalized experiences that reflect the service expectations of a luxury residential resort and the character of Kaua’i.  This hands-on-manager builds lasting relationships with owners and guests, develops recreation and lifestyle programming.  The role combines visible service leadership with disciplined planning, vendor coordination, and budget management. 

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:

Personalized Owner and Guest Service

• Build relationships with owners and guests, learn their preferences, and use approved guest profiles to create consistent recognition on return visits.
• Partner with Concierge and Residence Club team before arrival to identify interests, special occasions, family needs, and opportunities to personalize each stay.
• Coordinate welcome touches, celebrations, and special requests across departments; confirm arrangements and follow through on delivery.
• Maintain a visible presence during arrivals, activities, and social gatherings. Proactively seek feedback, resolve concerns within approved authority, and document follow-up. 

Experience Development and Recreation

• Creatively design and refresh personalized experiences around owner and guest interests, preferences, ages, special occasions, accessibility needs, and feedback.  Anticipate needs and propose thoughtful touches, unique activities, and tailored alternatives when plans change.
• Develop a balanced calendar of complimentary and paid experiences for owners, couples, families, and multigenerational groups, aligned with approved budgets and demand.
• Create opportunities to connect with Kaua’I through nature, wellness, food, local artisans, and cultural experiences developed with knowledgeable local practitioners.
• Overall daily recreation operations, activity reservations, equipment readiness, presentation, and service standards. 
• Develop, implement, and regularly update standard operating procedures for recreation operations, owner and guest experiences, and event coordination.  Train team members on procedures to ensure consistent service, safety, and operational efficiency.
• Plan and execute owner socials, seasonal celebrations, beach day experiences, and property events when approved and scheduled.
• Coordinate with Food and Beverage, the Hōkūala Farm, wellness providers, and approved activity partners to deliver well-organized experiences. Confirm availability, pricing, and inclusions before promotion. 

Pool Deck Readiness and Service

• Oversee the team’s daily pool deck setup and readiness, ensuring lounge chairs are arranged, umbrellas are placed and secured according to operating and weather guidelines, and clean pool towels are stocked throughout the day.
• Train and supervise team members in proactively offering and fitting clean lounge chair covers for owners and guests. Ensure the team monitors covers, replaces soiled or wet covers, and coordinates laundering.
• Assign pool deck responsibilities and conduct regular inspections to verify the team maintains clean, orderly chairs and surrounding areas, removes litter and used towels, replenishes supplies, and promptly addresses spills or reports safety and maintenance concerns.  Provide coaching and follow up on service standards. 

Spa Readiness and Guest Amenities  

• Oversee the team’s daily review of Mindbody reservations to confirm appointment times and prepare the spa for expected arrivals. Ensure schedule changes and special requests are communicated to approved providers and assigned team members.
• Assign and supervise spa linen, towel, and guest supply replenishment. Ensure the team maintains appropriate stock levels and coordinates clean linen

• Train and supervise team members in setting fresh drinking water, cups, and approved amenities before appointments. Conduct readiness inspections to confirm treatment and relaxation areas meet cleanliness and presentation standards, room set-up is coordinated with providers, and maintenance needs are reported promptly.  Follow-up on any service gaps.

Department Collaboration and Coverage

• Partner with the Guest Services Manager on daily priorities, service recovery, team briefings, and consistent communication between Concierge, Bell, Valet, and Recreation.
• Provide scheduled Guest Services and Residence Club coverage as assigned, after completing required training. Coordinate coverage with department managers so experience programming remains supported.
• Assist with property tours, familiarization visits, and owner engagement initiatives in partnership with Sales and leadership.
• Communicate experience details, reservations, changes, and guest commitments through approved systems and clear departmental handoffs. 

Financial and Administrative Responsibilities

• Prepare experience proposals and event budgets, including staffing, vendor fees, supplies, transportation, and anticipated participation and revenue. Obtain approval before committing costs.
• Monitor spending, participation, revenue, and cost per participant; adjust offering based on demand, feedback, and financial results.
• Manage assigned activity supplies, recreation equipment, toybox, and spa retail inventory; maintain purchasing records, stock counts, and approved par levels.
• Coordinate vendor agreements, insurance documentation, qualifications, and service expectations with the appropriate approving departments.
• Maintain activity procedures, participant communications, and required waivers. Verify weather and operating conditions, follow safety protocols, and escalate hazards or incidents promptly. 

Other Duties

• Perform other duties as assigned to support property operations and guest satisfaction.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.

EDUCATION AND EXPERIENCE:

High School Diploma/GED; AND  two (2) or more years of progressive experience in luxury hospitality, concierge services, recreation, events, or owner relations, including supervisory or program leadership experience.

REQUIRED KNOWLEDGE AND SKILLS:

• Principles and practices of employee supervision, including selection, work planning, organization, performance review and evaluation, and employee training and discipline.
• Principles and practices of developing teams, motivating employees and managing in a team environment.
• Demonstrated ability to design personalized experiences, coordinate events, manage vendors, and deliver attentive service with discretion.
• Strong communication, organization, service recovery, staff training, and budget management skills.
• Knowledge of Kaua’I and respect for the Hawaiian Culture; ability to develop responsible relationships with local businesses and cultural practicitioners.
• Comfort using reservation systems, guest profiles, spreadsheets, and activity booking tools.  CPR and first aid certification preferred or obtained as required for assigned duties.
• Must have a valid drivers license.
• Planning, organizing, supervising, reviewing and evaluating the work of staff.
• Training others in policies and procedures related to the work.
• Providing five-star customer service.
• Communicating effectively in oral and written forms.
• Compiling and summarizing information and preparing activity reports.
• Organizing own work, setting priorities and meeting critical deadlines.
• Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
• Dealing successfully with a variety of individuals from various socio-economic, ethnic and cultural backgrounds.

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Mobility to work in an office setting, use standard office equipment; stamina to sit and stand for extended periods of time; strength to lift and carry up to 50 pounds; vision to read printed materials and computer screen; dexterity to utilize computer equipment; hearing and speech to communicate in person or over the telephone. Flexible schedule including weekends, holidays, and evenings according to resort operations and event needs.  Work includes office duties, frequent walking throughout the resort, outdoor activities, and event set-up.  

Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law. 

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.