About the Company: Our client is luxury villas established in 2024. It is a premium loft complex nestled in the heart of Pererenan, Bali’s newest upscale town and the fastest-growing area on the island.

Job Role:

These luxury properties are designed for travelers seeking a unique blend of comfort and personalized service, and the client is looking for someone passionate about delivering exceptional guest experiences, and leading the day to day operational, which includes overseeing housekeeping, maintenance, stock management, vendor relations, and operational team recruitment, ensuring smooth operations, high guest satisfaction, standard compliance, asset protection.

With authorities to initiate process changes, enforce standards, make operational decisions, represent villa interests, the ideal candidate should be dynamic and detail-oriented Operations Manager, to ensure seamless daily operations, maintain high guest service standards, and manage all aspects of facility, team, and inventory.

Key Responsibilities:

• Facility Management
  • Scheduled Maintenance:
    • Air Conditioners: Clean and service every three months.
    • Plumbing: Inspect monthly.
    • Electrical Systems: Verify functionality before each guest check-in.
    • Pool & Pump Equipment: Determine inspection frequency, regularly monitor performance.
  • Team Coordination:
    • Train and manage housekeeping and technical teams.
    • Foster a positive work environment and support professional growth.
    • Develop daily/weekly/bi-weekly/monthly task schedules.
  • Work Scripts Development:
    • Set standards for guest greetings and interactions.
    • Create procedures for handling requests and complaints.
    • Implement strategies to increase positive reviews and ratings.
• Warehouse Management
  • Inventory Levels:
    • Maintain monthly supply of consumables (shampoos, towels, cleaning agents).
    • Keep a two-week buffer to avoid shortages.
  • Categories & Procurement Frequency:
    • Daily: Flowers for bouquets, coconut water for welcome drinks.
    • Weekly: 19-liter water bottles.
    • Monthly: Main consumables and long-term items.
  • Inventory Management:
    • Conduct full inventory bi-weekly.
    • Use an inventory control system (Excel-based) to forecast needs.
    • Track laundry services (three times a week), count items before/after sending out.
  • Suppliers & Procurement Checklist:
    • Lists suppliers, products, delivery times.
    • Each category has a checklist with frequency, stock levels, and responsible person.
    • Store checklist accessibly (digital/printed).
• Supplier
  • Management Relations:
    • Manage current suppliers, source new ones as needed.
    • Monitor delivery times, ensure product quality.
  • Product Quality:
    • Inspect bedding/towels for defects.
    • Check branded items (soap dishes, accessories) for correct logos.
• Team Recruitment (Housekeepers, Gardener/Pool Specialist, Front Office Manager, etc.)
• Managing Listing Platforms
  • OTA Platforms: Booking.com, Airbnb, Agoda, etc.
  • Updates: Prices/conditions updated daily.
  • Reporting:
    • Monthly Excel Report (guest names, dates, cost, channel, payment method).
    • Weekly report on conversion rates/KPIs (like "VladApart" report).
• Safety Protocols
  • Risks: Fire, Earthquake, Pool Safety.
  • Equipment: Annual fire extinguisher checks, emergency info in rooms.
  • Emergencies:
    • Fire/Earthquake: WhatsApp alert, call guests if no response, use master key to evacuate if needed.
  • Staff Training: Regular safety drills and briefings.
  • Conflict Resolution:
    • Immediate fixes (e.g. cleaning issue): send staff promptly.
    • Unfixable issues (noise, construction): offer compensation (discount/free service) after consulting management.
    • Document complaint, action taken, resolution.
• Payment Processing
  • Different payment methods based on the reservation source:
  • CRBNB: Payment not required; settled directly through the platform.
  • Booking.com: Payments processed via POS terminal, bank transfer, or cryptocurrency.
  • Instagram and Direct Inquiries: Payments accepted via cryptocurrency or bank transfer only.
• Front Desk Operations and Booking Management
  • Documents for Guests:
    • Short-stay: Liability form stating responsibility for damages.
    • Monthly rental: Rental contract with deposit.
    • If needed (e.g. for visas): Reservation voucher from PMS/Excel.
  • Daily monitoring of Instagram for direct booking requests. Respond promptly and follow up with payment instructions.

Candidate Requirements:

• Degree: Bachelor’s Degree in Hospitality Management or related fields.
• Years of Experience: Minimum 3 years of experience in managing villas/lofts, or in managing hotels, with team management experience on managerial level.
• Industry: Hospitality, including villas/lofts/hotels.
• Language: English (spoken, written, reading).
• Technical Expertise: PMS/OTA proficiency, Excel/Word skills, and strong knowledge of local laws.
• Personal Qualities: Positive attitude, detail-oriented, calm under pressure, proactive, and respectful of Balinese customs.