General Manager

General Manager

Aulani, A Disney Resort & Spa

Ko Olina, O`ahu, Hawai`i

Reports To: Executive Director, Aulani A Disney Resort & Spa

Position Overview

Aulani, A Disney Resort & Spa is a family paradise with a touch of magic. Perfectly positioned on the beautiful beaches of Ko Olina on the leeward coast of O'ahu and inspired by the natural wonders and rich traditions celebrating the beauty, history and welcoming spirit of the island. This award-winning resort has an array of unparalleled resort amenities and features 351 hotel rooms, including 16 suites; 481 Disney Vacation Club units, including 19 Grand Villas that provide additional amenities and comforts of home; 2 restaurants, 3 lounges and several quick-service dining venues; Laniwai – A Disney Spa; Fitness center; pools, waterslides and more.

The resort sits on 21 oceanfront acres, nestled between verdant mountains and serene ocean waters and is part of the Ko Olina Resort Community & Marina, which features: Spectacular beaches and serene lagoons; a championship golf course; shopping and dining venues; water sports, fishing and more. The General Manager provides impactful leadership and support, driving guest service standards and satisfaction, Cast Member development and engagement, and ongoing enhancement of service and quality improvements aligned with The Disney Five Keys and Aulani Values. The leader will develop strategies to maximize commercial potential to increase profits, reduce costs and transform our business to continue to achieve world-class and culturally enriching experiences for our guests.

Reporting Structure

The General Manager is an Executive position responsible for delivering an integrated world-class guest and Cast Member experience. This role provides strategic and operational leadership for multiple lines of businesses including Front Office & Guest Services, Recreation, Information Technology, Bell, Valet, Housekeeping and Custodial, Food & Beverage, Entertainment Services, Spa, Merchandise and Workforce Management.

Key Responsibilities

Strategic & Inspirational Leadership

• Provide strategic direction and operational leadership for a resort team, creating a passionate guest and cast-centric style and drive results.
• Lead operations innovation and optimization initiatives, serving as a change agent who removes barriers, integrates processes and aligns performance goals.
• Lead and develop successful teams through performance goal setting and feedback while focusing on achieving operational, financial, creative, and business performance metrics.
• Display commitment, enthusiasm, clarity, and sensitivity to the team's needs to ensure cast members are empowered, positive, and engaged.
• Lead talent and succession planning across the team to develop diverse bench strength, recognizing critical roles and needs.

Cast Engagement & Culture Leadership

• Champion a Cast‑centric culture rooted in respect, inclusion, safety, show, and efficiency, ensuring alignment with Aulani Values and Disney Five Keys.
• Create and sustain high levels of Cast engagement through visible leadership, open communication, and consistent connection across all levels of the organization
• Partner with leaders to develop and execute engagement strategies that drive morale, retention, productivity, and service excellence.
• Actively promotes diversity, equity, and inclusion by fostering a workplace where all Cast Members feel a strong sense of belonging and opportunity.
• Lead talent development, recognition, and succession planning efforts to build a strong, diverse leadership pipeline.
• Ensure Cast feedback is regularly solicited, understood, and translated into meaningful action and continuous improvement.
• Strengthen Cast connection to the unique Hawaiian culture, traditions, and sense of place that define the Aulani experience.
• Collaborate with Workforce Management, HR, and Operations leaders to align engagement initiatives with business priorities and operational needs.

Exceptional Guest Service

• Inspire the creation of memorable, emotionally rich guest experiences that reflect the magic of Disney storytelling and the spirit of Aulani.
• Honor and celebrate Hawaiian culture, traditions, and sense of place as an integral part of the guest journey.
• Set the vision for hospitality, ensuring every guest interaction feels intentional, authentic, and meaningful.
• Foster a culture of continuous improvement where guest feedback fuels innovation, growth, and excellence.
• Proactively focus on anticipating the diverse needs of our global consumers and translating these needs into highly relevant and meaningful guest experiences.

Financial & Business Accountability

• Maintain accountability for overall financial performance, including P&L results, capital planning, and long‑term asset value.
• Review and approve annual operating plans, budgets, and capital expenditure strategies for mix-use resort (Hotel & Vacation Ownership).
• Evaluate business performance using key indicators such as profitability, revenue mix, guest satisfaction, labor productivity, and return on investment.
• Identify growth opportunities, cost efficiencies, and innovation initiatives that preserve the premium guest experience.
• Provide inspiring leadership and direction for environment, conservation, safety, and social responsibility initiatives.
• Create and maintain meaningful relationships in matrix organizational that drives needed business results in a collaborative manner.
• Oversight and responsibility for entire resort operations when Executive Director is unavailable.

Required Qualifications & Skills

• Minimum of 10+ years' progressive leadership experience in hospitality or a related field.
• Consistent track record driving change, innovation, and service excellence.
• Leader who enables the overarching strategy and gets results through creative sensibilities, strong business insight, and critical thinking.
• Experience leading in a mix-use resort, including hotel and vacation ownership.
• Revenue management, cost mitigation, yield management and direct sales experience.
• Demonstrated experience delivering operational excellence and leading businesses to strong financial performance.
• Experience in a multicultural environment.
• Demonstrated ability to inspire & drive passion and teamwork with a dedication to excellence.
• Leader who recognizes, retains, and invests in the development of talent and the growth and satisfaction of the teams
• Ability to build and cultivate relationships with cross-functional partners and operate successfully in a matrix environment
• Ability to lead in a collaborative style as well as communicate in an engaging and impactful manner
• Demonstrated experience with Hawaiian culture, customs, and storytelling, with the ability to respectfully and authentically share cultural narratives in ways that honor tradition and strengthen connection.
• Demonstrated passion and dedication to diversity and inclusion including inviting varied perspectives, fostering an inclusive work environment, and supporting workforce diversity
• Ability to benchmark both internally and externally to achieve best practices
• Strong public speaking skills, evidenced by the ability to influence, inform, and engage audiences through effective verbal communication.
• Active and ongoing involvement with the Hawaiian community, including meaningful outreach, partnership, and service that creates measurable, positive community impact and supports long‑term well‑being.

Preferred Qualifications

• Experience in the hospitality and resort industry with a luxury brand/property
• Experience leading a diverse operational group – rooms, food and beverage, spa, and merchandise
• Experience working in Hawaii for over 5+ years
• Bachelor's degree in hospitality, business, or a related field or equivalent experience