Villa Operations Manager

Founded in 2001 in Thailand, we have since expanded across the world,
welcoming guests in some of the world’s most captivating locales — from pristine
beaches and private islands to ancient sites and vibrant metropolises. If
you are driven by a passion for generosity, warmth and heartfelt hospitality,
Anantara offers a career without limits.

KEY DUTIES
AND RESPONSIBILITIES

Anantara The Palm team members always find
new ways to look after the business, their guests, and their colleagues. Within
this, the key responsibilities for this position are:

• Assist Rooms
  Division Manager and Assistant Front Office Manager to identify and implement
  training plans for all villa host team members.
• Maintain full knowledge
  of the Property Management.
• Monitor daily arrivals and action
  as appropriate for any VIP or special request.
• Liaise
  with housekeeping, room service and guest relations where necessary to complete
  the action.
• Handle all negative guest feedback on priority
  and effectively within stipulated guidelines.
• Take responsibility during
  the shift for maximizing quality levels of product and service and guest
  satisfaction.
• Remain accountable for all elements of operations during
  a shift.
• Ensure that all Standard Operating Procedures are being adhered
  to, by training all team members and monitoring their performance.
  
• Drive upselling within the department.
• Develop and maintain
  a motivational working environment within the department.
• Ensure team
  members are up to date with current information and data of the hotel product,
  including room types, rates, relative features and facilities, food and beverage
  outlets & promotion, spa and health club, and other services
  and facilities.
• Conduct room and floor inspections to ensure quality
  standards.
• Liaise with the Accounting Department for accounting
  and auditing related front office procedures, reports and operational problems
  and payments of commission.
• Provide assistance to local representatives
  of tour operators and travel agencies.
• Is detailed and ensures proper
  handover from incoming and outgoing shifts.
• Ensure timely follow up
  of all guest requests and reverts to guests or resort
  as appropriates.
• Take ownership of guest’s requests and needs
  and ensures immediate action as appropriate.
• Follow up on all pending
  glitches with courtesy calls to guests for effective resolution of
  the glitch.
• Take charge of operations during night shift on rotation
  with GRM, AFOM and Duty manager in the absence of Night Manager.
• Is well
  acquainted with all resort facilities, including the guest room facilities
  and knows all events in the resort.
• Is able to identify and acknowledge
  repeat guests and VIPs.
• Ensure that each guest interaction is
  a delightful experience for the guests.
• Always find a way to exceed
  guest’s need and expectations.
• Ensure consistent delivery of resort’s
  service standards.
• Is self-motivated and leads his colleagues
  by example.
• Respect the departmental duty roster and reports to work
  on time.
• Is open and willing to adapt to new procedures for the benefit
  of guests and colleagues as and when introduced.
• Ensure strict
  compliance to all resort and local laws regarding fire, health, safety
  and security procedures and actively participates in any training sessions
  conducted on the aforementioned.

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