Operational Manager
About the Role We are looking for a highly motivated and experienced Operational Manager to oversee and manage the daily operations of our villa properties. The ideal candidate will have strong leadership skills, excellent problem-solving abilities, and a solid background in hospitality, villa, hotel, or property management. The Operational Manager will be responsible for ensuring smooth day-to-day operations, maintaining high service standards, managing operational teams, and ensuring excellent guest satisfaction across all properties.
Key Responsibilities
- Oversee and manage the overall daily operations of villa properties.
- Ensure all operations are conducted according to company SOPs and quality standards.
- Lead, supervise, and motivate operational teams across multiple properties.
- Monitor the performance of Housekeeping, Maintenance/MEP, Garden, Pool, Concierge, Front Office, and other operational departments.
- Conduct regular property inspections to ensure villas are clean, well-maintained, safe, and guest-ready.
- Handle and resolve guest complaints and operational issues in a timely and professional manner.
- Coordinate with Villa Managers, General Manager, HR, Finance, Reservation, and other departments.
- Monitor villa maintenance, repairs, preventive maintenance, and facility conditions.
- Coordinate with external vendors, contractors, and service providers when required.
- Monitor inventory, operational supplies, equipment, linen, amenities, and maintenance materials.
- Control operational expenses and ensure resources are used efficiently.
- Monitor staff attendance, schedules, manpower requirements, and overall team performance.
- Conduct regular team briefings, coaching, training, and performance evaluations.
- Ensure all operational issues are properly documented and followed up until resolved.
- Prepare regular operational reports for Management.
- Identify operational weaknesses and implement improvements to increase efficiency and service quality.
- Ensure consistent implementation of company policies, SOPs, and service standards.
- Maintain strong relationships with guests, owners, employees, vendors, and business partners.
Qualifications
- Bachelor’s Degree in Hospitality Management, Hotel Management, Business Management, or a related field is preferred.
- Minimum 3–5 years of experience in hospitality, hotel, villa, resort, or property management.
- Minimum 1–2 years of experience in a supervisory or managerial position.
- Proven experience managing and leading operational teams.
- Strong understanding of hospitality operations and guest service standards.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Good organizational and time-management skills.
- Able to work independently and manage multiple properties or operational priorities.
- Able to work under pressure and handle urgent operational situations.
- Good command of English, both written and spoken.
- Proficient in Microsoft Office and/or Google Workspace, especially Excel or Google Sheets.
- Willing to travel between villa properties as required.
- Having a valid driving license and personal vehicle is an advantage.
- Previous experience in villa management or luxury hospitality in Bali is highly preferred.
Skills & Competencies
- Leadership & Team Management
- Villa / Hospitality Operations
- Guest Relations
- Problem Solving
- Decision Making
- Conflict Resolution
- Cost Control
- Inventory Management
- Vendor Management
- Quality Control
- SOP Implementation
- Staff Development & Training
- Reporting & Documentation
- Time Management
- Communication & Negotiation
- Personal Attributes
- Strong leadership and sense of responsibility
- Professional and well-organized
- Proactive and solution-oriented
- Detail-oriented
- Customer-focused
- High level of integrity
- Positive attitude
- Flexible and adaptable
- Able to work under pressure
- Strong sense of ownership
- Team player
The Operational Manager will be evaluated based on:
- Guest Satisfaction & Review Scores
- Operational Efficiency
- Villa Readiness
- Service Quality
- Staff Performance & Productivity
- Complaint Resolution
- Maintenance Response & Completion
- Inventory Accuracy
- Operational Cost Control
- SOP Compliance
- Team Attendance & Performance
- Overall Property Performance
- Working Conditions
- Full-time position
- Based in Bali
- Required to travel between villa properties
- Flexible working hours based on operational requirements
- Willing to work on weekends and public holidays when required
- Available to handle urgent operational matters when necessary
Benefits
- Competitive salary based on experience and qualifications
- BPJS according to company policy
- THR according to applicable regulations
- Performance-based incentives/bonus
- Career development opportunities
- Professional and dynamic working environment
- Opportunity to work with multiple luxury villa properties in Bali
Reporting Line The Operational Manager will report directly to the General Manager / Management and work closely with Villa Managers, HR, Finance, Reservation, and all operational departments.
Skills: Operational Strategy, Teamwork, Project Management, Business Process Optimization, Process Improvement, Resource Allocation, Key Performance Indicators (KPI), Operations Management, Data Analysis, Performance Management