Villa Manager

Job Description
Reporting to the Director, Operations, the Villa Manager is responsible for ensuring the highest level of cleanliness and maintenance for all 37 Villa’s and exceptional guest service for the guests occupying these accommodations. Additionally, the Villa Manager will assist in oversight and care for identified VIP’s as per the Hotel guidelines.
Salary Range:
$80,000 - $85,000
What you will be doing:
Create the stay and the environment for the Villa guests by delivering on the highest of standards, bespoke service and continuously seeking to enhance the service touchpoints
Serve as the direct contact with all Villa Guests, being a point of contact for pre-stay, during and post stay
Liaise with other departments to ensure the smooth management of the villa operations, this includes being responsible for cleanliness of Villas (prior to arrival, occupied service and turndown), Maintenance and Up Keep of Villa, thus being actively involved in ongoing inspections, follow up of Work Orders and Preventative Maintenance and within the F&
B division
Assist guests with Concierge related activities and thus working closely with the Concierge team to put together itineraries
Solicit feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment
Reviews arrival reports and VIPS's to ensure all special requirements are met or exceeded
Develop, implement and sustainguest service standards
Upholds the highest standard of internal and external customer service at all times
Coaches and mentors colleagues by creating an environment that allows employees to achieve job fulfillment and provides a path for career development with Fairmont Hotels and Resorts
Conducts and participates in monthly communication meetings
Monitors and provides feedback on monthly labor expenses
Participates in yearly budgeting process and strategic planning/marketing planning
Develops, implements and maintains new incentives to motivate employees and maximize hotel revenue
Ensures effective utilization and productivity of all staff through staff planning, hiring and scheduling while adhering to budget parameters
Effectively maximizes inventory levels during high occupancy/sold out nights
Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned
Actively participate in the Fairmont Kea Lani, Maui’s committee(s)