Assistant Villa Operations Manager

Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

Job Description

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

• Assist Villa operations Manager to identify and implement training plans for all villa host team members. Conduct regular associate training, and monitor its success. 
• Assist Villa operations Manager in monitoring departmental cost as per allocated budget.
• Perform duties in accordance to Standard Operating procedures and Guidelines of the resort.
• Is responsible for smooth functioning of the Villa Operations.
• Supervise daily villa operations, including check-ins, check-outs, housekeeping coordination, and maintenance.
• Assist in managing villa assignments and monitor occupancy levels.
• Inspect villas regularly to ensure cleanliness, maintenance, and readiness.
• Ensure all villas are prepared to the highest standards for guest arrivals.
• Coordinate special requests, amenities, and services for villa guests.
• Address and resolve guest concerns promptly and effectively.
• Oversee VIP guest stays, ensuring personalized and exceptional service.
• Assist Front Office Department with daily operations, check-in, check out and upselling.
• Maintain high standards in personal appearance. Is well groomed, hygienically clean and properly attired in uniform to carry out duties at all times.
• Behave and carry out tasks and responsibilities in a professional manner.
• Punctual to report for duties and is prompt to disseminate services to guests.
• Well organised to carry out job tasks with necessary accessories ready and at hand.
• Fully aware of arrivals, departures and guest movement in the resort.
• Always prepared to handle guest requests, complaints, and suggestions and follow through to maximize the service standard.
• Knowledgeable about fire and safety procedures.
• Deal with guest comments and concerns systematically and keep superiors informed of the same.
• Committed and suggests/introduces new initiatives that are focused in enhancing guest experience.
• Report health or safety hazards to Villa operations manager.
• Perform other duties as assigned by the Management.
• Schedule and allocate Villa Hosts for following day’s arrivals.
• Act as a role model for Villa Hosts.
• Monitor performance and Villa Hosts and coach and train them as required.
• Solicit guests’ feedback from Villa Hosts and circulate to all related departments.
• Responsible for recording guest history and update on Opera property management system.
• Initiate contact with guests prior to their arrival and proactively gathers preferences for residences.
• Ensure all tools and equipment are prepared/stacked/organised in the villas and pantries at all times.
• Attend all briefings conducted & follows up with daily arrivals, departures and other important information.
• Ensure to place guest courtesies, complementary items, and amenities in the villas as specified and carries out its delivery and timely clearance.
• Is prepared to carry out arrivals and departures according to set procedures.
• Prepare necessary mis-en-place in the allocated pantries and villas to facilitate efficient service.
• Ensure the Private cellar and minibar are stocked and checked prior to guest arrival. Also ensures that the Private cellar and minibar are refilled and the bills are posted during the stay. 
• Is knowledgeable of the service and quality of all types of wines available in the Private cellar.
• Is aware of the procedures for laundry ,valet service and is ready with requirements to carry out same in a professional manner.
• Maintain handover , making log entries as per the log standards and going through it every day as soon as coming to shift.
• Attend daily briefings and meetings as scheduled.
• Check guest profiles and guest history of specific guests allocated to him prior to the guest arrival and be familiar with all the information.
• Ensure the villa is set up according to guest preferences and follows up with ‘other’ areas according to the details available in the guest history.
• Ensure all arrivals amenities such as fruit platter, beverages according to VIP codes, cold towels and welcome drinks are in order.
• Check the arrival villa prior to arrival as per guests’ preference.
• Meet the guests upon arrival at resort and VIPs at airport if requested.
• Facilitate in villa check in.
• Introduce guests to the resort and their villa. 
• Ensure the registration card is filled and signed handed over to the reception with the required copies of vouchers and passport for CID submission.
• If guest have any other requests like laundry or baggage unpacking, attend to them immediately.
• Coordinate guest requirements with other departments and follow up to ensure all queries are handled to maximum guest satisfaction.
• Meet guests regularly and recommend / assist guests in using and indulging in resorts facilities.
• Is aware of the daily lunch and dinner menu to take orders from guests and place with the IRD.
• Ensure that bed making, baby cots, rollaway beds, turndown service are done according to the guest’s preference.
• Assist guests in foreign currency exchange or matters related to payments.
• Attend to flight re-confirmation/special transfer requests if any and coordinate concerns sections
• Speak to the guest the night prior to departure and explains departure procedures. Offers guests wake up calls or early morning breakfast and other request including
• Facilitate in villa check out.
• Ensure guest’s luggage pick up is organised by dealing effectively with Front Desk.
• Ensure guest has cleared safe, and all baggage has been transported out.
• Check the villa for any last-minute consumption in the private cellar and keep the front desk informed about it.
• Check the villa thoroughly to ensure that no guest belonging is left behind.
• Monitor guest comments and follows up as necessary.
• Attend behavioral and vocational training in own and related work areas, to enhance skills and develop multi-functionality.
• Ensure that all fellow associates follow safety rules and operating procedures.
• Is aware of all house rules and assists in enforcing them on associates.
• Conduct himself/herself in such a manner so as to encourage all fellow team members to do likewise.
• Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
• Project at all times, a favorable image of the company, resort and department.

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Qualifications

We are looking for candidate who is experienced in villa operations minimum 2 years and familiar with butler or villa host service standards in 5star hotel

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

Additional Information

Preferred Female Candidate