Villas & Residences Manager

Job description

VILLAS & RESIDENCES MANAGER At Rocco Forte Hotels, we are guided by strong values that reflect the culture and heritage of the Forte family. We celebrate the uniqueness of each destination through the passion and personality of our people. We continually strive for excellence and are committed to creating unforgettable experiences for our guests. If you are looking to grow in an environment that values quality, collaboration, and continuous development, this could be the perfect opportunity for you. Our Company Rocco Forte Hotels is a luxury hotel company, founded by Sir Rocco Forte and his sister Olga Polizzi in 1996. Its mission is to offer unique and personalized experiences in iconic European destinations such as Rome, Florence, Sicily, Puglia, the United Kingdom, Germany, and Belgium. An alluring Sicilian escape, Verdura Resort occupies nearly two kilometres of private Mediterranean coastline. Home to three Kyle Phillips golf courses, a 60-metre infinity pool, six clay tennis courts, a world-class spa, four restaurants and five bars, Verdura Resort is an irresistible destination. It’s a place where rooms seem woven subtly into the Sicilian landscape, with a true sense of space and uninterrupted views of the azure waters. Above all, it’s an unforgettable resort in Sicily where our team delivers an outstanding level of service. The Role The Villas & Residences Manager is the senior operational leader of the Villas business, accountable for the daily operation, team performance and Owner/Guest experience. This is a highly operational and front-facing role, not a desk-based position: the Manager is expected to be visibly present across the Villas, Reception and key service touchpoints, personally supporting arrivals, departures, service recovery and Owner relations while maintaining strong control of staffing, standards and productivity. Main Responsibilities: · Act as the main operational point of contact for villa Owners and Guests, building trusted relationships through attentive, professional and discreet communication. · Oversee the entire villa experience, from pre-arrival arrangements and villa preparation to departure and follow-up, ensuring that preferences and requests are consistently addressed. · Maintain a visible presence during key arrivals, departures and Owner stays, personally managing complex requests, complaints and service recovery. · Lead and develop the Villas Housekeeping, Personal Assistants and Villas Reception teams, setting clear priorities and service standards. · Plan staffing, rotas and leave according to occupancy, Owner presence and operational needs, balancing service quality with productivity and cost control. · Conduct daily briefings, ensure effective handovers and adapt resources to changing priorities. · Oversee villa inspections, housekeeping schedules, amenities and final pre-arrival checks, ensuring consistently high standards. · Work closely with Engineering and Maintenance to prioritise interventions, resolve outstanding issues and protect villa availability. · Coordinate with Front Office, Concierge, Reservations, Revenue, F&B, Spa, Golf and other Resort departments to deliver a seamless experience. · Liaise with Finance and Villas Administration on Owner-related charges and supporting documentation. · Monitor Guest satisfaction, service quality, team performance and operating costs, driving improvements and providing regular operational updates to management. · Support recruitment and onboarding in collaboration with HR, and promote ongoing training and development within the team. What do we offer? · Unique growth opportunities: We offer career paths tailored to your ambitions, with opportunities to specialize or grow. · Ongoing training and development (hard and soft skills) specific to your role and department. · Inclusive and flexible environment: We foster an inclusive work environment that values diversity and ensures a work-life balance. · Discounted hotel rates (€35 per night) for 6 months. You will also receive a 50% discount at Company bars and restaurants and a 20% discount on wellness treatments at our spas and on "Irene Forte" products. · Initiatives for your well-being: BenefitHub portal with discounts on all products, flexible hours, and time management. · A competitive salary enhanced by Discretional Service Appreciation structured fairly for all employees. · Permanent Contract, CCNL Turismo. RAL 45.000€-55.000€ What are we looking for? · Proven management experience in luxury hospitality, within Villas & Residences, Rooms Division, Front Office or comparable operations offering highly personalised service. Experience in private or branded residences would be an advantage. · Strong leadership, rostering and operational planning skills, with a sound understanding of Housekeeping, Front Office and F&B operations. · Confidence in working with Owners, VIPs and high-net-worth Guests, combined with excellent communication, discretion and problem-solving skills. · Commercial and financial awareness, including an understanding of staffing costs, productivity and departmental expenses. · A hands-on approach, strong organisational skills and close attention to detail. · The ability to remain calm under pressure, manage competing priorities and work effectively across departments. · Fluency in Italian and English. Additional languages would be an advantage. · Flexibility to work evenings and weekends in line with operational and Guest needs. Our recruitment process At Rocco Forte Hotels, we value transparency. Following an initial phone or email conversation, you will have individual interviews with the HR Director and the Area Sales Directors to further explore your profile and experience. If these stages are successful, you will then meet with the Managing Directors for a final interview. Regardless of the outcome, we will provide you with clear and constructive feedback throughout the process. Rocco Forte Hotels is an Equal Opportunity Employer and is committed to providing equal opportunities to all applicants. By submitting their application, candidates consent to the processing of their personal data for recruitment purposes, in accordance with applicable data protection legislation, including the General Data Protection Regulation (EU) 2016/679 (GDPR).