Senior Villa OPS Manager/Sales

Essential Duties & Responsibilities

Villa Operations & Sales

• Oversee the day-to-day operational performance of villas and condominium units within the resort program.
• Act as the primary curator of villa operations, ensuring units are maintained, presented, and operated according to resort standards.
• Partner with the Sales, Reservations, Rooms, Housekeeping, Engineering, and other departments to maximize villa performance and owner satisfaction.
• Support villa rental sales strategies, inventory management, occupancy initiatives, and revenue opportunities.
• Monitor villa readiness, presentation, maintenance, and overall guest experience.
• Identify opportunities to improve villa profitability, utilization, and operational efficiency.

Property Management Program Oversight

• Serve as the Program Manager for PMs, inspections, and villa billables, ensuring processes are completed accurately and timely.
• Coordinate and monitor property management activities associated with participating villas and condominiums.
• Oversee villa inspections and follow up on deficiencies, repairs, and maintenance needs.
• Monitor owner and villa billables, ensuring charges are accurate, properly documented, and communicated appropriately.
• Maintain accurate records and reporting related to villa operations, inspections, maintenance, and financial activity.
• Coordinate with Finance and Property Management to resolve billing questions and discrepancies.

Owner Relations

• Serve as the primary liaison between villa owners and the resort/property team.
• Develop and maintain strong, professional relationships with villa owners through consistent communication, responsiveness, and follow-through.
• Communicate resort policies, operational updates, maintenance projects, amenities, programs, and other information relevant to owners.
• Address owner concerns and coordinate appropriate resolutions with resort leadership and operational departments.
• Represent the resort professionally during owner interactions and ensure owners feel informed, valued, and connected to the property.

Owner Communication & Resort Ambassador

• Serve as a relationship builder and “CNN broadcaster” of resort information, keeping owners informed about what is happening throughout Hawks Cay Resort.
• Proactively communicate important resort updates, events, operational changes, improvements, and opportunities.
• Develop clear and engaging owner communications that strengthen the connection between owners and the resort.
• Ensure information shared with owners is accurate, timely, professional, and aligned with resort leadership.

Owner Meetings & Governance

• Coordinate and facilitate quarterly owner meetings in partnership with the appropriate resort leadership and Resort Chair.
• Prepare meeting agendas, presentations, operational updates, and supporting materials.
• Coordinate with department leaders to gather relevant updates and information for owner meetings.
• Document key discussion points, concerns, action items, and follow-up responsibilities.
• Ensure action items resulting from owner meetings are tracked through completion.

Leadership & Cross-Department Collaboration

• Build strong working relationships with resort department leaders and property management partners.
• Coordinate cross-functional solutions to villa operational issues.
• Monitor service standards and identify opportunities for continuous improvement.
• Provide management with regular updates regarding villa performance, owner concerns, operational challenges, and opportunities.
• Maintain confidentiality and professionalism when handling owner, financial, property, and resort information.

Qualifications 

• Bachelor’s degree in Hospitality Management, Business Administration, Real Estate, Property Management, or a related field preferred.
• Previous experience in resort, hotel, condominium, villa, property management, owner relations, or luxury