Villa Manager

Job description

The Villa Manager is responsible for the overall management, operation and guest experience of the resort's villas, ensuring that the highest standards of luxury, personalised service, guest satisfaction and operational excellence are consistently maintained. The position is responsible for leading the Villa team, overseeing villa operations from pre-arrival to departure, anticipating guest needs and ensuring seamless coordination between the Villa team and all supporting departments. The Villa Manager acts as the primary operational point of contact for villa guests, particularly VIPs and high-profile guests, and ensures that every aspect of the villa experience reflects the standards and values of a leading 5-star luxury resort. Duties and Responsibilities: Responsibilities and duties for this position shall include but not limited to the following areas and activities. At management discretion, direction may be given for tasks out side the scope of work described. Villa Operations Oversee the day-to-day operation of all assigned villas and ensure smooth and efficient service delivery. Ensure villas are maintained and presented according to luxury resort standards at all times. Conduct regular inspections of villas, guest areas, amenities and surrounding areas. Ensure proper coordination of villa preparation prior to guest arrival. Monitor villa readiness, cleanliness, maintenance, amenities and special arrangements. Ensure effective handover between shifts and continuity of service. Maintain close coordination with Housekeeping, Engineering, Food & Beverage, Front Office, Security and other departments. Identify operational issues and ensure prompt corrective action. Monitor and control operational costs while maintaining service standards. Guest Experience & Personalised Service Personally oversee the experience of VIP, repeat and special-occasion guests staying in the villas. Establish strong relationships with guests and anticipate their individual needs and preferences. Ensure personalised welcome, daily engagement and farewell experiences. Review guest profiles, preferences, special requests and previous stay history to enhance personalisation. Handle guest complaints and service recovery promptly, professionally and with appropriate empowerment. Follow up on guest feedback and ensure corrective actions are implemented. Maintain a visible and approachable presence within the villa operation. Create memorable experiences that exceed guest expectations. Pre-Arrival & Arrival Management Review the daily villa arrival and departure list. Coordinate all VIP and special-arrival preparations with relevant departments. Ensure guest preferences, celebrations, dietary requirements and special requests are communicated and actioned. Conduct pre-arrival villa inspections for VIP and priority guests. Ensure all amenities, welcome arrangements and personalised touches are in place before arrival. Personally oversee the arrival experience of key villa guests where appropriate. People Management & Leadership Lead, motivate and develop the Villa team to deliver exceptional service standards. Establish clear performance expectations and ensure team members understand their responsibilities. Conduct daily briefings and regular operational meetings. Coach team members on luxury service, guest engagement and problem-solving. Monitor attendance, grooming, punctuality, discipline and overall performance. Identify training and development needs and coordinate appropriate training. Conduct performance reviews and provide regular feedback. Promote teamwork, respect, accountability and a strong service culture. Ensure compliance with resort policies, procedures and standards. Support succession planning and development of future Villa team leaders. Interdepartmental Coordination Maintain excellent communication with all operational departments to ensure seamless villa service. Work closely with Front Office and Guest Relations regarding arrivals, departures, VIPs and guest movements. Coordinate closely with Housekeeping regarding villa cleanliness, turndown, amenities and special requirements. Liaise with Engineering regarding maintenance issues and preventative maintenance. Coordinate with Food & Beverage regarding in-villa dining, private dining, celebrations and special events. Work with Security on guest safety, privacy and specific security requirements. Ensure all departments receive accurate and timely information relating to villa guests. Quality Assurance & Standards Ensure compliance with the resort's luxury service standards and SOPs. Conduct regular quality checks and villa inspections. Monitor guest feedback, online reviews and internal quality indicators. Identify gaps in service delivery and implement improvement measures. Participate in internal and external quality audits. Ensure corrective actions resulting from audits and inspections are implemented within agreed deadlines. Maintain high standards of grooming, cleanliness, presentation and service at all times. Budgeting & Cost Control Assist in preparing and monitoring the Villa department's operating budget. Monitor departmental expenses and ensure responsible use of resources. Control complimentary amenities, guest supplies and other operational costs. Monitor productivity and staffing requirements according to occupancy and business levels. Prepare and review relevant operational reports. Ensure accurate recording and follow-up of guest requests, complaints, incidents and service recovery. Maintain appropriate records and documentation relating to Villa operations. Safety, Security and Compliance Ensure compliance with all health, safety, hygiene and security standards. Ensure guest privacy and confidentiality are strictly maintained. Report and follow up on accidents, incidents, hazards and security concerns. Ensure team members are familiar with emergency procedures. Ensure compliance with company policies, hotel procedures and applicable legislation. Take appropriate action in emergency situations and provide leadership to the Villa team. Ensure timely communication of operational information, room status, maintenance issues, VIP requirements, guest preferences and service recovery matters. Minimum 5 years' experience in villa or luxury property management within a high-end hospitality environment • Proven track record of leading and developing teams in a supervisory or management capacity • Strong financial acumen with demonstrated experience in budget management and revenue optimisation • Excellent people skills with the ability to motivate, mentor, and manage diverse teams effectively Comprehensive knowledge of hospitality operations, guest service standards, and luxury resort expectations • Proficiency in property management systems and hospitality technology platforms • Outstanding organisational and time keeping abilities with strong attention to detail • Exceptional problem-solving skills and the ability to make decisive decisions under pressure • Excellent written and verbal communication skills in English; additional languages desirable Knowledge of health, safety, and environmental compliance requirements in hospitality settings • Customer-focused mindset with a commitment to delivering exceptional guest experiences • Desirable: Experience in revenue management, vendor management, and capital project coordination • Desirable: Familiarity with luxury resort standards and international hospitality best practices WORK WITH CONSTANCE 🌿 Join a team where well-being, career development, and collaboration are at the heart of everything we do. We believe in continuous learning and growth to help our teams achieve their full potential. A strong family spirit is part of our identity, we support and care for one another. We offer international career opportunities, allowing you to develop within a renowned luxury hospitality group. Our passion for luxury hospitality is reflected in every detail of the guest experience. We are committed to environmental and societal contributions, integrating sustainability into everything we do. 🌿We want our team members to feel valued and supported, offering a work environment that encourages excellence, personal growth, and cultural diversity. By nurturing employee satisfaction, we create a positive mindset that naturally translates into exceptional guest service. 🌿 Be part of a company that values people, innovation, and excellence. Constance Belle Mare Plage is one of the leading resorts in Mauritius, known for its vibrant team spirit, commitment to excellence, and authentic hospitality. Set on a stunning beach, we offer a dynamic work environment where passion, growth, and teamwork are at the heart of everything we do. Join us and be part of a company that values people and creates unforgettable experiences — for guests and team members alike.