Operations Manager (PM Shift)

POSITION SUMMARY:

Villatel is looking for an experienced hospitality professional to join our rapidly growing team as an Operations Manager, overseeing our Villatel Orlando Resort! This is a hands-on, field focused position working directly with the executive leadership team to plan, execute and evaluate all aspects of operations across resorts and improve Villatel’s departmental functions. With company-wide growth on the horizon, you will play a strategic role in the expansion of Villatel into new markets and the overall success of our organization. If you are enthusiastic about hospitality, organized, and take pride in a job well done, apply today!

ESSENTIAL JOB RESPONSIBILITIES:

Operations Managers are responsible for overseeing all aspects of the day-to-day operations of our communities to ensure quality standards throughout the homes, while providing excellent experiences for our guests. This role is responsible for maintaining accommodation standards and is instrumental in maximizing guest satisfaction. This is a leadership role that requires people management skills, diligence, and the ability to execute and follow through on projects.

Operational Oversight:

• Direct oversight and responsibility of all divisions within the communities’ on-site operations including, but not limited to, housekeeping and inspection, maintenance, and engineering, and all third-party contractors and vendors to ensure quality work, proficiency, cleanliness, and guest satisfaction in line with Villatel’s business objectives.
• Partner with all Department Heads to ensure the smooth running of the day-to-day operations and attend regular operations meetings to review and discuss routine operational matters, departmental performance targets, and guest feedback.
• Conduct daily property reviews and arrival inspections to ensure compliance with brand standards, policies, and procedures, cleanliness and presentation, service delivery, general team member performance as well as other assigned tasks. Ensure consistent implementation and review of SOPs throughout all Departments.
• Perform Duty Management shifts as needed, along with any other assigned responsibilities.

Guest Satisfaction and Quality Assurance

• Address day-to-day guest concerns, complaints, and service issues in a timely and efficient manner to maintain positive guest relations and loyalty.
• Monitor performance metrics, guest feedback, and quality standards to identify areas for improvement and implement corrective actions as needed.

Staff Development and Training

• Provide coaching, mentoring, and performance feedback to managers to support their professional development and ensure timely and constructive feedback to all direct reports when required both formally and informally.
• Foster a culture of teamwork, collaboration, and accountability among teams to achieve common goals and objectives.

Strategic Planning and Growth:

• Develop and execute strategic plans and initiatives to drive business growth.
• Perform ongoing analysis to identify patterns/trends, and measure risk and proactively project future business both independently and requested by the executive team.
• Monitor expenses to maintain effective cost controls while preserving the long-term value of each asset.
• Collaborate with senior management and stakeholders to set goals, objectives, and performance targets for individual properties.

QUALIFICATIONS:

• Exceptional project management, organizational, and writing skills.
• Ability to multi-task, prioritize, and organize to meet deadlines & simultaneous requests while working effectively under pressure.
• Engaging, personable, and respectful
• Ability to remain calm under pressure, able to remain composed during maintenance emergencies and swiftly identify solutions.
• Passion for learning, coupled with a desire to work smarter, not harder.

Why work at Villatel? We love, love, love vacations. For ourselves, sure (don’t get too excited). But more importantly, for the tens of thousands of guests who visit us each year looking to have the most incredible experiences of their lives. Our mission? Exceed their expectations every single time—by offering vacation rentals and a level of service that is consistently luxurious, reliable, and financially attainable.

As the first-ever “flag” hospitality brand in the vacation rental sector, we simultaneously design, maintain, and service every home we put on the market. So, unlike the average vacation rental platform, we don’t just hope our homes and guest experiences are up to snuff. We actively make them as incredible as we can—by owning every step of the process.