Job description for operational manager at PT BALI CIPTA VILA MANDIRI - Villas R Us
JOB PURPOSE
The Operational Manager is responsible for overseeing and managing the day-to-day operations of properties under the company’s villa management portfolio. The position ensures that all villas are properly maintained, operationally ready, and managed according to company standards and property owner expectations.
The Operational Manager is also responsible for leading operational teams, coordinating with property owners and vendors, monitoring service quality, controlling operational costs, and ensuring a consistently positive guest experience across all managed properties.
KEY RESPONSIBILITIES
1. Villa Operations Management
Oversee the daily operations of all villas managed by the company.
Ensure each property is operationally ready and maintained according to established standards.
Conduct regular inspections of villas and identify operational issues requiring attention.
Ensure all operational activities are carried out efficiently and consistently.
Develop and implement operational SOPs and standards for managed properties.
Monitor the overall condition, cleanliness, functionality, and presentation of each villa.
Ensure villas are properly prepared before guest arrival and properly checked after guest departure.
2. Guest Experience & Service Quality
Ensure consistent service standards across all managed villas.
Monitor guest feedback, reviews, complaints, and service issues.
Handle escalated guest complaints and coordinate appropriate solutions.
Ensure guest requests are responded to and resolved in a timely manner.
Develop service improvement initiatives to enhance guest satisfaction.
Monitor online reviews and identify recurring service issues.
3. Property Owner Relations
Maintain professional communication and good working relationships with villa owners.
Provide regular operational updates to property owners.
Communicate significant maintenance, operational, and guest-related issues to owners when required.
Coordinate owner requests with relevant operational teams.
Ensure owner instructions are properly communicated and implemented.
Prepare or support the preparation of operational reports for property owners.
Ensure the management of each villa is aligned with agreed management standards and owner expectations.
4. Team Management
Lead and supervise villa operational teams, including Housekeeping, Villa Attendants, Maintenance, and other operational staff.
Ensure adequate manpower and proper scheduling based on villa occupancy and operational requirements.
Monitor employee attendance, discipline, grooming, and performance.
Conduct regular team briefings and operational meetings.
Provide coaching and guidance to team members.
Identify training needs and coordinate with HR for training and development programs.
Promote teamwork, accountability, and professional service standards.
5. Housekeeping & Villa Readiness
Ensure all villas meet established cleanliness and presentation standards.
Monitor housekeeping schedules, inspections, and quality control.
Ensure linen, amenities, cleaning supplies, and operational equipment are adequately available.
Conduct regular quality inspections of villas.
Ensure villas are ready before check-in and properly checked after check-out.
Monitor housekeeping performance and take corrective action when standards are not met.
6. Maintenance & Property Condition
Monitor the condition of villa buildings, facilities, equipment, furniture, and amenities.
Coordinate preventive and corrective maintenance.
Ensure maintenance issues are addressed within the required timeframe.
Coordinate with Engineering teams, technicians, contractors, and vendors.
Maintain records of maintenance issues and completed works.
Identify recurring problems and recommend long-term solutions.
Ensure maintenance work is carried out with minimal disruption to guests.
7. Inventory & Operational Supplies
Monitor inventory levels of linen, amenities, cleaning supplies, guest supplies, and operational equipment.
Ensure adequate stock is available for daily operations.
Monitor usage and minimize unnecessary waste.
Coordinate purchasing requirements with Finance or Procurement.
Ensure proper control and accountability of company and property assets.
8. Cost Control
Monitor operational expenses for each managed property.
Ensure operational spending is within the approved budget.
Review operational purchasing and maintenance expenses.
Identify opportunities to improve operational efficiency and reduce unnecessary costs.
Coordinate with Finance regarding operational expenses and property-related costs.
Ensure expenses are properly documented and supported by relevant records.
9. Vendor & Contractor Management
Coordinate with external vendors, suppliers, contractors, technicians, and service providers.
Monitor vendor performance, service quality, pricing, and response time.
Ensure external services meet company and property standards.
Evaluate vendor performance and recommend improvements or alternatives when necessary.
Maintain good professional relationships with key operational vendors.
10. Reservation & Marketing Coordination
Coordinate with the Reservations and Marketing teams regarding villa availability, promotions, special requests, and operational requirements.
Ensure operational information provided to Reservations is accurate and updated.
Support the preparation of villas for special promotions, photo/video shoots, VIP guests, and special events.
Communicate operational restrictions or maintenance schedules that may affect villa availability.
11. Safety & Emergency Management
Ensure villas comply with established safety and emergency procedures.
Conduct regular checks of safety equipment and emergency facilities.
Ensure operational teams understand emergency procedures.
Coordinate emergency responses when incidents occur.
Ensure incidents are properly documented and reported to management and property owners when required.
12. Reporting & Documentation
Prepare regular operational reports for management.
Prepare property condition and operational reports when required by villa owners.
Monitor operational KPIs for each managed property.
Maintain records of inspections, maintenance, inventory, incidents, and operational activities.
Provide recommendations to management regarding operational improvements.
