Head - Operations - Luxury Resorts

Responsibilities :

- The Head of Operations will be a part of the core management team, with the prime responsibility of leading the teams are responsible for the guest experience, guest satisfaction, homeowner satisfaction, and maintenance & management of portfolio homes. This would include:

- Hospitality Operations

- Homeowner Management and Property Management Operations

- Facilities and Maintenance Operations

Key responsibilities of the Head of Operations would be to:

Team Building and Development :

- To help build the various teams relevant to achieve the objectives

- Coaching and mentoring team members to help them achieve their goals

- Recruit and attract top-quality talent to the organization

- Planning the operations organization to manage the planned expansion and growth of the Portfolio

- Working with Human Resources in mapping the training needs of the team and conducting relevant development programs

Strategy and Leadership:

- Provide leadership and strategic insight to the leaders of different operation teams to improve our service offerings, maximize operational efficiency and improve satisfaction scores for both Guests and Homeowners

- Participate in strategic and growth planning with other leaders in the organization and providing insights on relevant considerations from an operations perspective, among other things

- Take the lead in continuously innovating and evaluating ways we can redefine and improve the experience for our Guests and Homeowners

- Guiding direct reportees in origination, planning, and execution to achieve their objectives

Target Achievement :

- Improving key metrics for Guest Delight, Guest Net Promoter Score, Guest Satisfaction, Homeowner NPS, Homeowner Relationship Score, and Property maintenance

- Continuously strive to achieve unit economics in regions within a reasonable period, without reducing Guest experience

- Collaborate effectively with all teams in the organization to jointly achieve the organizational goals

Goal Setting and Reporting :

- Set clear goals and quarterly targets

- Constantly monitor team performance and reports on key metrics

- Establish a robust reporting structure to senior leadership on key performance metrics and issues faced by the company

Culture Building:

- Ensure complete alignment of team with company culture

- Create an inspiring team environment with an open communication culture

- Propagate the culture of service and 100% commitment across the team to

- Create values & set high performance and motivation standards

Budgeting & Planning:

- Creating and maintaining budgets for the Operations team

- Ensuring team goals flow into the budgets and can be monitored on a regular basis

- Create checks and balances to enquire targets and budgets are never out of sight Technology and Data

- Champion use of technology in the team to solve problems

- Work with the Technology team to create solutions for guests, homeowners, and teams that would optimise operations, increase efficiency and achieve organizational objectives

- Drive the value of rigorous data-capturing and data-driven decision making across the team

Safety, Compliance, and Risk Management:

- Ensure full compliance to be followed for all villas operating controls, SOP- s, policies, procedures and service standards

- Work with the Legal team to ensure all contract and legal arrangements of the company protect the Company's interest and do not expose it to any untoward risk

- Ensure that all locations have a safe and secure environment for Staff and Customers

Skills :

- Entrepreneurial ability

- The ability to be hands-on and quickly implement new ideas

- Being performance and results-oriented

- Growth-minded and a constant learner

- Start-up mindset

- Collaborative and non-hierarchical working style

- Ability to build and lead the teams

- Ability to coach and mentor teams

- Senior leadership experience

- Excellent communication skills (verbal and written)

- Understanding of Finance and the ability to prepare, and manage Budgets

- High standards of excellence and attention to detail

- Ability to strategize and build from the ground up in absence of any existing infrastructure

- Technology savvy, well versed with Excel, Powerpoint, Google Docs, and open to learn and adapt to new applications

- Should champion use of Technology within the team and work with internal Technology team to build solutions that could improve the effectiveness of the team