Villa Operations Manager

Anantara Hotels & Resorts; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Anantara The Palm Dubai Resort is seeking a Front Office Supervisor to support the Rooms Division Manager and drive excellence in guest experience. You will help identify training plans for villa host teams and ensure smooth front desk operations across shifts.

With a focus on VIP arrivals, guest relations, and upselling, you will coordinate with housekeeping, room service, and accounting to maintain service standards and timely resolutions.

Responsibilities

• Identify and implement training plans for villa host teams.
• Maintain full knowledge of Property Management.
• Monitor daily arrivals and VIP/special requests.
• Coordinate with housekeeping, room service and guest relations to complete actions.
• Handle negative guest feedback promptly within guidelines.
• Oversee shift operations to maximize quality and guest satisfaction.
• Ensure adherence to SOPs and monitor team performance.
• Drive upselling within the department.
• Foster a motivational working environment in the team.
• Keep the team updated on hotel products, rates, facilities and services.
• Conduct room and floor inspections to ensure quality standards.
• Collaborate with Accounting on front-office procedures and commissions.
• Assist local tour operators and travel agencies.
• Ensure proper handover between shifts and timely follow-up of guest requests.
• Take ownership of guest requests and action immediately.
• Follow up on glitches with courtesy calls to guests for resolution.
• Take charge during night shifts when needed in absence of Night Manager.
• Be familiar with all resort facilities and events.
• Identify repeat guests and VIPs and ensure delightful guest interactions.
• Consistently deliver the resort’s service standards and lead by example.

Job description

Job Location

Anantara The Palm Dubai Resort

Overview

Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning ‘without end’, our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression — for our guests and for our people. Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world’s most captivating locales — from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a passion for generosity, warmth and heartfelt hospitality, Anantara offers a career without limits.

Key Duties And Responsibilities

• Assist Rooms Division Manager and Assistant Front Office Manager to identify and implement training plans for all villa host team members.
• Maintain full knowledge of the Property Management.
• Monitor daily arrivals and action as appropriate for any VIP or special request.
• Liaise with housekeeping, room service and guest relations where necessary to complete the action.
• Handle all negative guest feedback on priority and effectively within stipulated guidelines.
• Take responsibility during the shift for maximizing quality levels of product and service and guest satisfaction.
• Remain accountable for all elements of operations during a shift.
• Ensure that all Standard Operating Procedures are being adhered to, by training all team members and monitoring their performance.
• Drive upselling within the department.
• Develop and maintain a motivational working environment within the department.
• Ensure team members are up to date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
• Conduct room and floor inspections to ensure quality standards.
• Liaise with the Accounting Department for accounting and auditing related front office procedures, reports and operational problems and payments of commission.
• Provide assistance to local representatives of tour operators and travel agencies.
• Is detailed and ensures proper handover from incoming and outgoing shifts.
• Ensure timely follow up of all guest requests and reverts to guests or resort as appropriates.
• Take ownership of guest’s requests and needs and ensures immediate action as appropriate.
• Follow up on all pending glitches with courtesy calls to guests for effective resolution of the glitch.
• Take charge of operations during night shift on rotation with GRM, AFOM and Duty manager in the absence of Night Manager.
• Is well acquainted with all resort facilities, including the guest room facilities and knows all events in the resort.
• Is able to identify and acknowledge repeat guests and VIPs.
• Ensure that each guest interaction is a delightful experience for the guests.
• Always find a way to exceed guest’s need and expectations.
• Ensure consistent delivery of resort’s service standards.
• Is self‑motivated and leads his colleagues by example.
• Respect the departmental duty roster and reports to work on time.
• Is open and willing to adapt to new procedures for the benefit of guests and colleagues as and when introduced.
• Ensure strict compliance to all resort and local laws regarding fire, health, safety and security procedures and actively participates in any training sessions conducted on the aforementioned.