Villa Operations Manager

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KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Team Members at Minor Hotels continually find new ways to create exceptional experiences for guests support colleagues and drive business success. Within this the key responsibilities for this position at Anantara Layan Phuket Resort include:

Planning and Organising

• Participate in the preparation and execution of the resorts strategic operational and guest experience plans aligned with the luxury positioning of Anantara Layan Phuket Resort.
• Prepare and manage the Villa Operations departmental budget ensuring effective cost control while maintaining exceptional guest service standards.
• Develop and implement training and development plans for all Villa Operations Team Members focusing on luxury hospitality standards personalized guest engagement and operational excellence.
• Conduct regular departmental training coaching and performance follow-up to ensure continuous improvement and service consistency.
• Maintain full knowledge of the Property Management System (PMS) guest engagement platforms and communication systems to support seamless operations.
• Collaborate closely with Rooms Division Housekeeping Guest Relations Villa Host Spa F&B and Engineering teams to deliver an integrated luxury guest journey.

Operations

• Oversee the day-to-day operations of Villa Operations Guest Relations Concierge Villa Host and related services to ensure smooth and efficient resort operations.
• Take personal responsibility for delivering exceptional guest experiences and achieving high levels of guest satisfaction LQA Forbes GRI and Brand Experience targets.
• Ensure all resort standards policies and Luxury Standard Operating Procedures (LSOPs) are consistently implemented and maintained.
• Lead the team in creating personalized and memorable experiences for VIPs repeat guests long-stay guests and special occasions.
• Monitor daily arrivals departures in-house guests and special requests to ensure all arrangements are prepared in advance and executed flawlessly.
• Drive upselling and cross-selling initiatives across rooms villas dining experiences wellness and resort activities to maximize resort revenue opportunities.
• Maintain strong communication and coordination with Housekeeping Engineering Reservations Sales and Revenue teams to optimize room inventory and guest satisfaction.
• Conduct regular inspections of guest rooms villas public areas and operational readiness to ensure luxury presentation standards are maintained.
• Ensure all Villa Operations Team Members maintain strong product knowledge of accommodation categories resort facilities dining outlets wellness offerings recreational activities and local destination experiences.
• Foster a positive motivating and collaborative work environment that supports team engagement service excellence and talent development.
• Provide leadership coaching mentoring and performance guidance to all Team Members to support career growth and succession planning.

Administration

• Maintain effective employee relations and support a culture aligned with Minor Hotels and Anantara brand values.
• Partner closely with People & Culture on recruitment onboarding performance management training employee engagement disciplinary matters and talent development initiatives.
• Monitor departmental payroll productivity scheduling and operational expenses in line with business levels and budget expectations.
• Coordinate with Finance and Revenue teams regarding operational audits cashiering procedures commission payments and financial controls.
• Support accurate reporting forecasting and operational analysis to drive continuous improvement and operational efficiency.
• Build and maintain strong relationships with travel partners luxury travel advisors tour operators and destination management companies to support guest satisfaction and business opportunities.
• Ensure all guest feedback service recovery actions and operational follow-ups are handled professionally and in a timely manner to maintain the resorts luxury reputation.

Qualifications :

• Minimum 57 years of progressive Front Office experience within luxury hotels or resorts in Thailand with at least 23 years in a leadership or department head role.
• Proven experience leading Thai operational teams in a luxury resort environment preferably within Phuket or other luxury leisure destinations.
• Strong understanding of Thai hospitality culture guest expectations and service excellence standards in the luxury market.
• Strong people leadership skills with hands-on operational management capability and visible floor presence.
• Strong communication skills in both Thai and English with the ability to effectively communicate across all levels of the organization.
• Strong knowledge of Front Office operations guest relations room management and luxury service delivery.
• Experience with Forbes LQA GRI or international luxury brand standards is highly preferred.
• Strong decision-making problem-solving and conflict-resolution skills with the ability to remain calm under pressure.

Remote Work :

No

Employment Type :

Full-time