Villa Experience Manager
Turks and Caicos | On-Site
A luxury Caribbean villa and beach club property seeks a Villa Experience Manager to lead guest-facing operations from pre-arrival through departure. A hands-on role for a service-driven leader with an eye for detail and a passion for bespoke hospitality.
Key Responsibilities
- Oversee all pre-arrival communication; ensure 24-hour response times, tailored recommendations, and proactive outreach up to 3 months ahead during peak periods.
- Personally welcome guests and conduct villa check-ins and orientations to Forbes 5-Star standards.
- Maintain daily touchpoints with in-house guests and VVIPs; deliver surprise-and-delight moments and fulfill all requests.
- Resolve guest concerns with urgency and diplomacy; log all glitches in the system within 12 hours.
- Inspect arrival and departure villas for immaculate presentation; partner with housekeeping and maintenance to ensure readiness.
- Implement SOPs and checklists; deliver daily/weekly reports and lead department briefings.
- Train, mentor, and develop the villa host team; conduct performance reviews and foster interdepartmental collaboration.
- Design personalized in-villa experiences and amenities; collect guest feedback to drive continuous improvement.
Qualifications
- Bachelor's degree in hospitality management or a related field preferred.
- Minimum 5 years of luxury experience in Front Office or Concierge operations in a supervisory role or higher. Preferably within a resort or private villa environment.
- Exceptional verbal and written communication skills with a keen eye for detail and guest nuance.
- Proficiency in Property Management Systems (e.g., Opera) and Microsoft Office Suite.
- Availability to work flexible schedules, including weekends and holidays.
- Fluency in English required; additional languages are considered an asset.
- Valid driver's license required.
