Villa Operations Manager

Please note that this is not an exhaustive list of everything that needs to be done. Anantara team members always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

1. Assist Front Office Manager and Assistant Front Office Manager to identify and implement training plans for all villa host team members. Conduct regular associate training and monitor its success. This will involve training in both IT systems and guest service procedures.
2. Maintain full knowledge of the Property Management.
3. Assist FOM and AFOM in monitoring departmental costs as per allocated budget.
4. Monitor daily arrivals and action as appropriate for any VIP or special requests. Liaise with housekeeping, room service, and guest relations where necessary to complete the action.
5. Handle all negative guest feedback on priority and effectively within stipulated guidelines.
6. Supervise the functioning of all departmental team members, facilities, sales, and costs to ensure maximum departmental profit is achieved.
7. Take responsibility during the shift for maximizing quality levels of product and service and guest satisfaction.
8. Remain accountable for all elements of operations during a shift.
9. Ensure that all Standard Operating Procedures are being adhered to by training all team members and monitoring their performance.
10. Drive upselling within the department.
11. Develop and maintain a motivational working environment within the department.
12. Provide support and guidance to the team members as required.
13. Ensure team members are up to date with current information and data of the hotel product including room types, rates, relative features and facilities, food and beverage outlets & promotions, spa and health club, and other services and facilities.
14. Conduct room and floor inspections to ensure quality standards.
15. Establish and maintain effective team member relations.
16. Liaise with the Accounting Department for accounting and auditing related front office procedures, reports, operational problems, and payments of commission.
17. Provide assistance to local representatives of tour operators and travel agencies.
18. Attend resort events, daily shift briefings, and training to improve professional skills.
19. Foster a good relationship with third-party companies.
20. Be detailed and ensure proper handover from incoming and outgoing shifts.
21. Answer telephones promptly and accurately and follow telephone etiquette.
22. Ensure timely follow-up of all guest requests and revert to guests or resort as appropriate.
23. Take ownership of guest requests and needs and ensure immediate action as appropriate.
24. Keep FOM and AFOM informed of all mishaps, unusual cases, and guest feedback. Prepare glitch reports and circulate to all concerned as per guidelines.
25. Follow up on all pending glitches with courtesy calls to guests for effective resolution of the glitch.
26. Take charge of operations during the night shift on rotation with GRM, AFOM, and Duty Manager in the absence of Night Manager.
27. Be well acquainted with all resort facilities including the guest room facilities and know all events in the resort.
28. Keep updated on the arrivals, departures, and transport arrangements for the day.
29. Ensure guest recognition.
30. Identify and acknowledge repeat guests and VIPs.
31. Ensure that each guest interaction is a delightful experience for the guests.
32. Never say NO; offer alternatives as applicable.
33. Always find a way to exceed guests' needs and expectations.
34. Ensure consistent delivery of resort service standards.
35. Be self-motivated and lead colleagues by example.
36. Respect the departmental duty roster and report to work on time.
37. Be open and willing to adapt to new procedures for the benefit of guests and colleagues as and when introduced.
38. Attend all scheduled training courses organized by the department and resort as and when asked to.
39. Be a team player and actively participate in all team member activities.
40. Present oneself at all times with professional courtesy and etiquette towards both guests and team members.
41. Be well-groomed and in proper uniform at all times.
42. Maintain a professional demeanor at all times.
43. Always project a positive image of the resort and company at the airport.
44. Ensure strict compliance with all resort and local laws regarding fire, health, safety, and security procedures and actively participate in any training sessions conducted on the aforementioned.

Qualifications:

We are looking for candidates who are experienced in villa operations (minimum 2 years) and familiar with butler or villa host service standards in a 5-star hotel.

1. Proven experience in hospitality management or a similar role.
2. Strong leadership, staff management, and customer service skills.
3. Excellent problem-solving, conflict resolution, and communication abilities.
4. Proficiency in organizational and time management skills.
5. Flexibility to work varying shifts including nights, weekends, and holidays.
6. Fluency in English; knowledge of Russian and other languages is a plus.

Remote Work: No

Employment Type: Full-time