Description

SUMMARY

The Villas Manager, under the direction of the Resort Manager, will be responsible for managing all aspects of Villas operations in accordance with rules, regulations, policies, procedures and contracts of Rancho Valencia's Fractional Ownership documents. Develops and maintains a trusting, professional rapport with all owners. Delivers exemplary guest service and is responsible for all facets of the owner's experience. Acts in Concierge capacity in the absence of Concierge or Assistant Manager. Supervises and directs Villa staff and works with Engineering, Housekeeping, and other managers to maintain quality operations. Acts as an Ambassador of the Resort and Residence Club and supports and represents the company and property in a positive manner in and outside of the Resort. The Villas Manager also assists in managing the department budget, purchases, HOA billing and the planning and implementing of the department standards of operation. He/she is knowledgeable of the CC&R’s and the HOA Rules and Regulations and makes decisions accordingly. He/she is a gracious host, comfortable with multi-tasking and very detailed. In the absence of the Resort Manager can step in and make decisions as needed. The Villas Manager is responsible for Managing the villas operations, leading the operations team, managing relationship with the villa owners and stakeholders, and managing the villa owners’ and guest experience.

ESSENTIAL FUNCTIONS

1. Responsible for managing Villa inventory and assigning accommodations per HOA approved rotating schedule.

2. Attend hotel staff meetings daily to ensure owner requests are met.

3. Coordinate with the Real Estate department in the management of prospect visits: prepare itineraries, pre-arrival requests, and other requests as needed.

4. Recommend Villa Clubhouse FF&E, as needed to Resort Manager.

5. Maintain and update all owner information files and ensures compliance and enforcement of HOA rules and regulations.

6. Ensure consistent and professional communication with homeowners regarding events, newsletters, updates, etc.

7. Review all arrivals prior to morning meetings to ensure special requests are documented.

8. Coordinate owner storage bin with the housekeeping to ensure timely & accurate placement.

9. Meet with all new owners to educate them on processes & benefits, including storage locker, request forms, and parking permits.

10. Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

11. Ensure that all homeowners receive personal, individual, and professional treatment.

12. Oversees maintenance of Concierge database ensuring information is relevant and current including but not limited to dining, activities, recreation, and other appropriate concierge related points of interest.

13. Oversees and manages performance of Villas operations staff in accordance with company and property expectations, Rules of Conduct, policies, and procedures.

14. Accommodates all requests for information in a timely manner.

15. Inspect daily housekeeping services for occupied and vacant villas.

16. Work closely with the front office and other guest relations departments on special requests and amenities.

17. Coordinate guest history with Front Office, Reservations, Housekeeping, Room Service and Engineering.

18. Coordinate recognition of owners' special occasions such as Birthdays, Anniversaries and special events in accordance to policy and established programs.

19. Address homeowners' complaints and issues immediately; notify appropriate Resort personnel to ensure proper awareness and resolution.

20. Coordinate with Resort Manager to select and monitor outside vendors used to fulfill guest requests.

21. Performs Assistant Manager and Concierge duties proficiently including but not limited to billing of HOA dues, coordinating billing and city ledger accounts with Finance, ordering Villas and operational supplies, coordinating Housekeeping and Engineering needs and all other tasks handled by support staff.

22. Attend all resort meetings as assigned.

23. Maintains conscientiousness regarding costs and expenses, adhering to company policy regarding expense approvals.

24. Work with Resort Manager and Director of Finance to prepare budgets.

25. Adhere to established budgets and have a thorough knowledge of any variances that may occur.

26. Actively participates in safety programs and abides by all injury reporting and safety behavior requirements.

27. Participate in and supports hotel efforts towards community service, sustainability and environmental initiatives.

28. Other duties as directed developed or assigned.

Requirements

QUALIFICATIONS:

Required

1. Five years management experience in guest service-oriented business, membership club or fractional ownership.

2. Knowledge of San Diego County geography, restaurants, events, sights, and other places of interest.

3. Previous experience supervising personnel and managing effective performance.

4. Sales skills and ability to promote the property and its programs.

5. Must be available to work weekend and holidays

Desirable

1. Knowledge of Opera Property Management System

2. Knowledge of Gold Key’s Concierge Assistant

3. College Degree

4. Previous supervisory experience

SKILLS

1. Ability to communicate in English clearly and pleasantly, both orally and in writing, using correct spelling and grammar, with owners, co-workers, and management to their understanding, both in person and by telephone.

2. Ability to provide clear and legible written communication.

3. Ability to compute basic mathematical calculations.

4. Ability to input and access data in a computer and working knowledge of Excel, Word, Power Point, P&L Statements.

5. Ability to be a clear thinker and remain calm under pressure.

6. Ability to maintain confidentiality of guest’s information and designated hotel data.

7. Ability to work cohesively with other departments as part of a team.

Ability to prioritize and follow up on work assignments.

Desirable

1. Worldly knowledge of high-end travel

2. Knowledge of San Diego Activities, Restaurants, Culture and Area

TRAVEL REQUIRMENTS

1. None

PHYSICAL DEMANDS

1. Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.

2. Constant need to perform the following physical activities: grasping, turning, finger dexterity.

3. Occasional need to stand for long periods of time.

4. Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.

5. Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms' reach.

6. Hearing requirements: constant need to speak on the telephone and/or two-way radio, respond to public and converse with staff. Ability to hear fire alarms and emergency equipment.

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Employee Signature Date