Operations Manager

OPERATIONS MANAGER VILLAS / HOLIDAY HOMES

Key Duties & Responsibilities:

- Take overall responsibility for the operational performance of the assigned portfolio/region, covering all departments and properties.

- Manage and oversee multiple villas/properties simultaneously, ensuring consistent operational standards across the portfolio.

- Lead, manage and develop the operations team, supervisors and departmental teams, with clear accountability for performance and deliverables.

- Support and work closely with all Heads of Departments / functional teams including F&B, Housekeeping, Engineering, Guest Relations, Customer Experience and other support functions.

- Ensure all villas are maintained in fully operational, guest-ready condition as per the category and standards of the property.

- Conduct regular and surprise villa inspections and operational audits covering cleanliness, ambience, maintenance, service readiness, staff grooming and hospitality standards.

- Ensure effective implementation and adherence to SOPs, checklists, quality standards and operational processes across the portfolio.

- Take ownership of guest experience, customer satisfaction and service recovery, ensuring complaints and escalations are resolved within defined timelines.

- Maintain strong and professional relationships with villa homeowners, ensuring regular communication, issue resolution and alignment on property operations.

- Take ownership of regional P&L and operating costs, including monitoring revenue, manpower costs, F&B costs, consumables, maintenance, utilities and other operating expenses.

- Monitor and control OPEX and operational overheads while maintaining service standards and profitability.

- Work closely with the commercial/revenue team to identify opportunities to improve occupancy, ADR, revenue and overall property performance.

- Monitor and approve/validate purchases, indents, requisitions and inventory requirements, ensuring cost control and appropriate stock levels.

- Monitor accounts receivable and payable, including collections from debtors and timely coordination of vendor/supplier payments.

- Conduct regular F&B and kitchen audits with the F&B Manager/Chef covering stock levels, quality, expiry, wastage, hygiene and par levels.

- Ensure effective inventory management and cost controls across the portfolio.

- Identify operational gaps and independently drive problem-solving and corrective actions.

- Ensure timely closure of operational action points and maintain appropriate MIS, reports and performance dashboards.

- Track and review key operational KPIs including guest satisfaction, complaints, service recovery, villa readiness, manpower productivity, cost ratios and operational compliance.

- Identify staff learning and development requirements and support training, coaching and capability building.

- Provide timely and constructive feedback to direct reports and take appropriate performance-management actions wherever required.

- Build a strong team culture based on accountability, ownership, collaboration and service excellence.

- Ensure compliance with applicable health, safety, hygiene, statutory and company requirements across all properties.

- Coordinate with Engineering/maintenance teams to ensure timely resolution of MEP, AC, DG, plumbing, electrical, pool and other property-related issues.

- Support new villa onboarding, property takeovers, pre-openings and operational transitions as required.

- Ensure emergency preparedness and remain available on call for critical operational issues and guest emergencies.

- Review overall property performance and identify opportunities for operational improvement, process improvement and cost optimisation.

- Perform any other duties and responsibilities assigned by management.

Candidate Prerequisites

- Minimum 5–7 years of relevant hospitality operations experience, preferably with experience in villas, holiday homes, resorts or boutique hotels.

- Proven experience in villa/holiday-home operations is mandatory/preferred, particularly managing properties with distributed teams and multiple locations.

- Experience managing a multi-property / multi-portfolio operation will be strongly preferred.

- Should have strong exposure to multiple departments, rather than being specialised only in one function.

- Demonstrated experience in team leadership, people management and managing supervisors/managers.

- Understanding and practical experience of P&L management, budgeting, cost control and operational financials.

- Strong understanding of guest experience, service standards and hospitality operations.

- Ability to independently identify problems, take decisions and drive solutions.

- Strong communication, coordination, interpersonal and stakeholder-management skills.

- High level of ownership, accountability, initiative and execution ability.

- Should be comfortable working in a dynamic, fast-paced and multi-property operating environment.

- Professional appearance and conduct with a strong hospitality/service orientation.

- Valid driving licence is mandatory.

- Own vehicle – bike or car – is mandatory for operational travel within the region.

- Laptop is mandatory for the role.

- Willingness to travel extensively within the assigned portfolio/region.

Education

- Graduate / Bachelor's degree is mandatory.

- Degree or Diploma in Hotel Management / Hospitality Management will be preferred.

- Good working knowledge of MS Office / Excel, reporting and operational systems.

Travel & Meal Allowance

- Local candidates: No separate meal/food allowance.

- Relocating candidates: 3,000 per month as meal allowance.

- Official operational travel: Fuel expenses for use of the candidate's own vehicle will be reimbursed as per company policy.