Villa Operations Manager

At SLS The Red Sea, our villas represent the most personalized expression of the SLS experience. As a Villa Operations Manager, you will lead the Villa Host operation, ensuring every guest receives seamless, intuitive, and highly personalized service from pre-arrival through departure.

Working closely with Front Office, Housekeeping, F&B, Concierge, Spa, Engineering, and other operational teams, you will lead the Villa Host team, oversee VIP experiences, and ensure every detail of the villa guest journey reflects the bold and distinctive spirit of SLS.

Key Responsibilities

• Lead the overall Villa Host operation, ensuring consistent delivery of personalized luxury service and SLS brand standards.

• Manage, coach, and develop Villa Host Supervisors and Villa Hosts to build a high-performing, guest-focused team.

• Oversee daily villa operations, including arrivals, departures, VIPs, special requests, host allocations, and guest preferences.

• Review VIP and high-profile guest arrivals and coordinate all arrangements with relevant operational departments.

• Conduct regular villa inspections to ensure presentation, amenities, maintenance, and service delivery meet luxury standards.

• Maintain a strong presence in the operation and personally engage with VIPs, repeat guests, and guests celebrating special occasions.

• Handle escalated guest concerns and lead service recovery with timely and appropriate follow-up.

• Monitor guest feedback and identify opportunities to continuously improve the villa guest experience.

• Ensure guest profiles, preferences, and service information are accurately maintained in the Property Management System.

• Develop and maintain Villa Host procedures and service standards across the operation.

• Lead daily briefings and ensure effective communication of VIP movements, guest requests, and operational priorities.

• Monitor staffing, scheduling, productivity, and departmental operating costs.

• Identify appropriate upselling opportunities across dining, spa, experiences, and other resort services.

• Work closely with operational departments to ensure seamless coordination throughout the guest journey.

• Support recruitment, onboarding, training, performance management, and development of the Villa Host team.

• Ensure compliance with SLS policies, operational procedures, privacy requirements, and health and safety standards.

• Diploma or Bachelor’s degree in Hospitality Management, Hotel Management, or a related field is preferred.

• Minimum 5 years of luxury hospitality experience, including at least 2–3 years in a managerial or senior supervisory role.

• Previous experience in Villa Operations, Butler Service, Front Office, Guest Relations, private residences, or a similar luxury guest-facing environment.

• Strong knowledge of luxury guest service, VIP handling, personalization, guest recognition, and service recovery.

• Proven leadership experience in managing, coaching, training, and developing guest-facing teams.

• Good understanding of Front Office operations and Property Management Systems (PMS).

• Strong operational awareness, including scheduling, productivity, cost control, and upselling.

• Excellent communication, interpersonal, and problem-solving skills.

• Strong English communication skills, both written and verbal.

• Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced luxury hospitality environment.