Villa Operations Manager

The Villa Operations Manager is responsible for leading and overseeing the day-to-day operations of the resort’s villas, ensuring exceptional guest experiences, operational excellence, and the highest standards of service, presentation, cleanliness, and maintenance are consistently maintained.

This role manages the overall villa operation, including guest arrival and departure experiences, housekeeping coordination, maintenance and engineering support, villa inspections, guest requests, service recovery, and associate performance. The Villa Operations Manager works closely with Front Office, Housekeeping, Engineering, Food & Beverage, Security, and other operational departments to ensure seamless and personalized service throughout the guest journey.

The Villa Operations Manager provides leadership and direction to the villa operations team, drives guest and associate satisfaction, ensures compliance with brand standards and operating procedures, manages resources effectively, and contributes to achieving the resort’s operational and financial goals.

KEY RESPONSIBILITIES 1. Villa Operations Management

• Oversee the daily operations of all villas, ensuring consistent delivery of exceptional service and operational standards.
• Coordinate villa activities across Front Office, Housekeeping, Engineering/Maintenance, Food & Beverage, Security, and other supporting departments.
• Conduct regular villa inspections to ensure cleanliness, maintenance, presentation, amenities, equipment, and overall readiness meet established standards.
• Ensure villas are fully prepared and inspected prior to guest arrivals, with particular attention to guest preferences, special requests, and arrival arrangements.
• Monitor villa occupancy, arrivals, departures, stayovers, and special requirements to ensure appropriate operational planning and resource allocation.
• Ensure guest requests, maintenance requirements, housekeeping needs, and operational concerns are communicated and addressed promptly.
• Maintain effective systems for tracking villa-related requests, maintenance issues, guest preferences, and follow-up actions.
• Ensure villa amenities, equipment, furnishings, supplies, and operational resources are maintained to the required standards.
• Coordinate operational support during high occupancy periods, special events, VIP stays, and other significant guest movements.
• Identify opportunities to continuously enhance villa operations, service delivery, productivity, and efficiency.
• Perform operational duties as required to support business needs and ensure smooth villa operations.

2. Leadership & Team Management

• Lead, supervise, motivate, and support the villa operations team to consistently achieve departmental and property goals.
• Translate property and departmental goals into clear expectations for associates relating to guest satisfaction, service delivery, productivity, and operational performance.
• Create an environment that promotes motivation, empowerment, teamwork, accountability, continuous improvement, and a passion for exceptional service.
• Provide clear direction, coaching, guidance, and ongoing support to associates.
• Ensure team members have the knowledge, resources, training, and capabilities required to meet or exceed performance expectations.
• Conduct regular team briefings to communicate guest information, operational priorities, service opportunities, and departmental goals.
• Monitor staffing and scheduling requirements against occupancy, guest movements, and operational demands.
• Lead by example by demonstrating professionalism, confidence, energy, enthusiasm, and a commitment to service excellence.
• Foster strong working relationships between Villa Operations and Front Office, Housekeeping, Engineering, Food & Beverage, Security, and other departments.
• Recognize and celebrate individual and team contributions to promote engagement and a positive workplace culture.

3. Villa Standards, Quality Assurance & Maintenance

• Ensure villas consistently meet established brand, property, cleanliness, maintenance, safety, and presentation standards.
• Conduct regular quality inspections of villas and surrounding guest areas and initiate corrective actions where required.
• Coordinate with Housekeeping to ensure villas are cleaned, serviced, refreshed, and prepared according to guest expectations and operational standards.
• Work closely with Engineering/Maintenance to ensure villa defects, equipment failures, and preventative maintenance requirements are addressed promptly.
• Monitor the condition of villa furniture, fixtures, equipment, amenities, and operating supplies.
• Ensure preventative maintenance activities are planned and completed with minimal disruption to guests.
• Identify recurring operational or maintenance issues and work with relevant departments to implement sustainable solutions.
• Support property and brand quality audits and ensure identified action items are completed within required timelines.
• Ensure all relevant operational checklists, inspection records, and follow-up documentation are accurately maintained.

4. Guest Experience & Service Excellence

• Promote and demonstrate a strong understanding of the brand’s service culture and luxury guest expectations.
• Ensure every stage of the villa guest journey, from pre-arrival and arrival through to the stay and departure, is delivered seamlessly and professionally.
• Maintain a visible and approachable presence and engage with guests to understand their needs, preferences, and expectations.
• Ensure personalized guest preferences and special requests are appropriately communicated and delivered.
• Anticipate guest needs and encourage the villa operations team to provide proactive and personalized service.
• Respond promptly and professionally to guest requests, feedback, concerns, and service issues.
• Take ownership of guest concerns and ensure appropriate service recovery and follow-up actions are completed.
• Monitor guest satisfaction feedback, comments, surveys, and other available performance information to identify trends and improvement opportunities.
• Develop and implement action plans to address areas requiring improvement while building on operational strengths.
• Ensure all villa associates consistently meet or exceed established hospitality and service standards.
• Strive to continually improve guest satisfaction and create memorable guest experiences.

5. Compliance, Safety & Risk Management

• Ensure villa operations comply with company policies, brand standards, SOPs, LSOPs, and applicable legal and regulatory requirements.
• Monitor and maintain appropriate key control and villa access procedures to safeguard guests, associates, and hotel assets.
• Ensure associates comply with workplace health, safety, security, loss prevention, and emergency procedures.
• Conduct regular operational and safety inspections and ensure identified concerns are addressed promptly.
• Work closely with Security and Engineering to maintain a safe and secure villa environment.
• Ensure incidents, accidents, guest concerns, damages, and safety issues are appropriately documented, escalated, and followed up.
• Support emergency response procedures and provide operational leadership when required.
• Promote a proactive approach to identifying and reducing operational, safety, and guest-related risks.

6. Human Resources & Associate Development

• Participate in recruitment, interviews, selection, onboarding, and development of villa operations associates.
• Ensure new associates receive comprehensive orientation and operational training within the required timeframe.
• Set clear performance expectations and provide ongoing coaching, feedback, and development opportunities.
• Conduct regular one-on-one discussions with associates to review performance, development, engagement, and operational concerns.
• Identify training and development needs and coordinate appropriate learning opportunities.
• Encourage associate feedback and maintain an open-door approach to communication.
• Review associate satisfaction and feedback to identify opportunities to improve engagement and the workplace environment.
• Address performance and employee relations matters promptly, fairly, and consistently in accordance with company procedures.
• Ensure disciplinary processes and documentation are completed in accordance with applicable policies, SOPs, and LSOPs.
• Support succession planning and talent development within the Villa Operations team.
• Recognize and celebrate associate achievements and contributions.

7. Financial & Resource Management

• Support the achievement of departmental financial and operational goals while maintaining required guest service standards.
• Review relevant financial statements, operational reports, productivity information, guest satisfaction results, and other performance data.
• Monitor departmental expenses, labor utilization, supplies, amenities, and operational resources.
• Manage scheduling and staffing levels according to occupancy, guest requirements, and operational needs.
• Identify opportunities to improve productivity, optimize resources, control expenses, and reduce unnecessary costs.
• Monitor villa amenities, operating supplies, equipment, and inventory to minimize loss, damage, and unnecessary expenditure.
• Work with relevant departments to plan operational requirements based on forecast occupancy and business levels.
• Support annual budgeting, operational planning, forecasting, and cost-control initiatives where required.
• Balance cost management with the need to maintain exceptional guest experiences and high-quality villa standards.

8. Additional Responsibilities

• Maintain effective communication with hotel leadership, department heads, associates, and operational teams.
• Attend relevant operational meetings and communicate key information to the Villa Operations team.
• Coordinate closely with Front Office, Housekeeping, Engineering, Food & Beverage, Security, and other departments to ensure seamless villa service delivery.
• Provide leadership and operational support during high occupancy periods, VIP stays, special events, emergencies, and other business-critical periods.
• Remain informed of guest experience trends, luxury hospitality practices, brand initiatives, and operational improvements.
• Support resort-wide initiatives focused on guest satisfaction, associate engagement, operational efficiency, and financial performance.
• Perform any other duties assigned by Hotel Management to meet operational and business requirements.

OUR BENEFITS

• Exclusive staff discounts on hotel accommodation and food & beverage across all Marriott International properties for you, your family, and friends.
• Career growth and development through Marriott's global learning and training programs.
• Employment with a globally recognized hospitality brand committed to diversity, inclusion, and equal opportunity.
• Duty meals provided.
• Medical and Life Insurance Coverage 
• Associate transportation provided.
• Prorated unused sick leave paid out at year end

QUALIFICATIONS & EXPERIENCE

• Degree or Diploma in Hotel & Restaurant Management, Hospitality Management, Business Administration, or a related field with a minimum of 4 years’ experience in Rooms Operations, Front Office, Guest Services, Housekeeping, Villa Operations, or a related hospitality area. 
• Previous supervisory or management experience within a resort, villa, rooms operations, or guest services environment is highly desirable.
• Strong organizational, planning, decision-making, and problem-solving abilities.
• Ability to effectively coordinate across multiple operational departments in a fast-paced resort environment.
• Strong attention to detail with a commitment to maintaining exceptional villa presentation and service standards.
• Sound understanding of operational productivity, scheduling, inventory control, and cost management.
• Proficiency in Microsoft Office applications and relevant hotel/property management systems.
• Ability to maintain professionalism and sound judgment when handling confidential, sensitive, or challenging guest situations.
• Ability to work flexible hours, including weekends, public holidays, evenings, and shifts as required by operational demands.