Head of Operations (Villa Management)

The Head of Operations is responsible for overseeing the management and maintenance of all vacation rental properties under the company's portfolio. This role ensures properties are well-maintained, compliant with regulations, and provide an excellent guest experience. In addition to leading the operations team, vendor relations, inspections, and capital projects, this role now includes a key focus on financial efficiency, identifying opportunities to reduce operational costs without compromising quality. By optimizing both processes and expenditures, the Head of Operations plays a vital role in maximizing profitability and guest satisfaction.

Key Responsibilities:

Property Maintenance: Oversee the ongoing maintenance and safety of properties, coordinating repairs, inspections, and preventative maintenance to ensure properties remain in top condition and comply with regulations Ensure that maintenance schedules are followed, repairs are completed on time, and any issues are resolved efficiently. Guest and Tenant Relations: Manage guest and tenant relations by addressing inquiries, concerns, and complaints in a timely and professional manner Resolve disputes, negotiate terms of stay when necessary, and ensure high levels of guest satisfaction. Vendor and Contractor Management: Oversee relationships with vendors, contractors, and service providers, including sourcing, negotiating contracts, and ensuring high‑quality work is delivered. Regularly review vendor performance and address any service gaps. Compliance and Risk Management: Ensure that all properties comply with local laws, regulations, and industry standards, including maintaining insurance coverage and safety protocols. Address regulatory requirements and manage risks related to property operations. Property Inspections and Audits: Conduct regular property inspections to assess conditions, identify maintenance needs, and ensure compliance with health and safety standards. Coordinate third‑party audits and assessments as necessary. Emergency Preparedness and Response: Develop and implement emergency preparedness plans for situations like natural disasters, fires, and security issues. Train staff, coordinate response efforts, and communicate emergency plans to guests and stakeholders. Capital Improvement Projects: Plan and oversee capital improvement projects, such as property renovations, upgrades, and infrastructure improvements, to enhance the value and functionality of properties. Ensure projects are completed on time, within budget, and meet quality standards. Team Leadership and Development: Lead and manage the operations team, including hiring, training, and performance management. Foster a collaborative, positive work environment that promotes teamwork and operational excellence. Technology and Systems Management: Utilize property management software and other technology tools to streamline operations, improve efficiency, and enhance communication with guests and stakeholders. Continuously evaluate and implement new systems to optimize workflows. Operational Expense Efficiency: Identify and implement cost‑saving strategies across property operations without compromising service or quality. Monitor and evaluate recurring property expenses (utilities, consumables, maintenance, etc.) and work closely with procurement to ensure cost‑effective purchasing. Review and renegotiate vendor contracts regularly to ensure favorable pricing and terms. Introduce standard operating procedures (SOPs) for energy and resource efficiency (e.g., water, electricity, cleaning supplies). Collaborate with the finance team to set budget targets per property and review monthly actuals vs. budgets. Support the team in developing lean operational workflows that reduce redundancy and labor hours. Qualifications Required: Proven experience in property management or hospitality operations, ideally in vacation rentals or real estate management. Strong leadership and team management skills, with experience in performance management and staff development. Knowledge of vendor management, contract negotiation, and overseeing maintenance and capital improvement projects. Familiarity with compliance, safety protocols, and emergency preparedness procedures. Excellent communication and problem‑solving skills, with a customer‑focused approach to guest relations. Proficiency in property management software and technology‑driven solutions to enhance operations. Strong organizational skills with the ability to manage complex operations across multiple properties. How many years' experience do you have as a Head of Operations?

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