RESPONSIBILITIES
- Lead all departments and ensure smooth, structured day-to-day operations across all properties
- Take full ownership of guest experience, ensuring high standards, fast response, and consistent service
- Drive operational efficiency through planning, organisation, and resource optimisation
- Ensure all properties meet company standards in quality, cleanliness, maintenance, and presentation
- Oversee maintenance and engineering to ensure properties are always in optimal condition
- Handle guest issues and complaints with efficiency, professionalism, and a solutions-driven approach
- Implement and improve SOPs, processes, and operational structure across all teams
- Monitor performance, identify gaps, and drive corrective actions and continuous improvement
- Support, guide, and hold managers accountable with clear direction and regular follow-ups
- Lead recruitment, training, appraisals and development of operational teams
- Ensure teams operate with high responsiveness, accountability, and discipline at all times
- Oversee onboarding of new properties with full operational readiness and standardised compliance
- Support property owners’ communication on key operational matters, such as small renovations
- Work closely with all other departments, concierge, and head office to ensure full alignment
- Drive projects with HODs and Directors, ensuring deadlines are met and actions are delivered quickly
- Stay closely aligned with Heads of Departments to drive action points and ensure execution
- Manage budgets, costs, and resources to ensure operational efficiency and profitability
- Ensure compliance with company policies, safety standards, and local regulations
- Report clearly on operational performance and act as a key support to the General Manager
SKILLS & QUALIFICATIONS
- Strong experience in Operations within villas, property management, or boutique hotels
- Experience in managing multiple properties and teams in a fast-paced environment
- Strong leadership with ability to manage, train, and hold teams accountable
- Hands-on, proactive, and solutions-driven mindset with strong ownership
- Highly organised, energetic, and detail-oriented
- Strong understanding of SOPs, operations, and service standards
- Ability to drive execution, prioritise tasks, and meet deadlines
- Good financial awareness (budgets, cost control, performance)
- Strong communication skills in English (written and spoken)
- Flexible, responsive, and highly available
Work Location: In person
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