Luxury Villa Estate Manager (BVI)

ARE YOU AN ASPIRING LUXURY VILLA ESTATE MANAGER? IF SO THIS IS THE CAREER FOR YOU!

Luxury Villa Estate Manager (BVI)

Overview: Our client is a leading luxury hotel/Villa compleBx based in the beautiful British Virgin Islands in the Caribbean. Due to growth and a resurgence in the hospitality sector, they urgently require a proven professional to join the team. This role comes with an excellent salary package and fully expensed relocation to CARICOM citizens.
Duties/Responsibilities:

• Leading and managing Estate dedicated staff and being the key point person and creating a strong relationship with homeowners providing a year-round service.
• Setting up and operating the Estate under custom SOPs in line with company standards and homeowner preferences
• Managing homeowner and rental guest stays from start to finish creating a home away from home experience in an incredible setting for both guests and your team
• Taking care and pride in delighting each guest to ensure they come back to BVI time after time
• Preparing and complying with annual budgets, accountable for every element of cost control within the Estate
• Liaising with EMP team to ensuring the value of asset is maintained
• Working alongside the other island teams to deliver a unique island experience to suit the personality of each and every homeowner and guest
• Supporting and at times leading the operations in the Rec Area and the other Estates

1. Homeowners:
• Build a strong relationship with the homeowners.
• Being the key point of contact for the homeowners for anything that relates to their Estate when they are both away from the BVI and on island
• Being the face of the Estate and highly visible to the homeowner and guests during their stays ensuring the highest standard of service, smooth running and ultimate guest satisfaction is delivered
• Knowing everything there is to know about the homeowner enabling you to create the SOPs, pre-empt their needs and deliver an exceptional one of kind experience
• Undertake any reasonable Estate development projects requested by the homeowner or management utilizing available resources, labor, and material in the best and economical manner.
• Conduct any procurement requested by the homeowners.
• Regularly update your homeowner predicted occupancy forecast keeping all key stakeholders informed.
• Maintain the company integrity and confidentially

2. Opening the Estates
• Responsible for opening and setting up the operating equipment in Estate, working alongside the construction team who will be installing the FF&E
• Creating and documenting SOPs for all aspects of the Estate operation in line with VLE standards and homeowner preferences
• Developing a comprehensive operating manual for the Estate

3. Estate Management
• Manage the daily running and operation of the Estate
• Accountable for managing the core Estate team and supporting MHOL staff and all variable staff, ensure maximum efficiencies and economies of scale are created
• Coordinate the Moskito VLE concierge service and deliver an exceptional experience to homeowners and guests from before they arrive on the island until after they leave
• Responsible for an effective high level of communication within and between the Estates and Recreational areas including attending regular meetings as needed, updating systems and communicating through the various platforms utilized on island
• Being familiar and confident to manage all island Estates when required (e.g. during low occupancy on your Estate or to cover holiday or sick leave of fellow Estate Managers)

4. The Estate
• Accountable for the overall standards of the Estates
• Leading the Estate team to ensure attention to detail is always at the forefront of everyone’s minds, including; furniture placement, standard decoration, cushion set ups on all day beds and sun loungers, housekeeping standards, F&B set ups and presentation, homeowner and rental guest preferences and set ups and training relevant for team members in these standards
• Going above and beyond to create new ideas and add finishing touches to create and elegant and unforgettable guest experience
• Responsible for ensuring that there are staff on duty in key areas according the guest movements
• Provide clear and structured communications with the Estate team putting an emphasis on motivation, teamwork and exceptional guest experience
• Seamlessly transitioning the Estate from Homeowner mode to rental mode, knowing exactly where the homeowner’s possessions live in the Estate when they are in house and where they are safely stored whilst they are away documenting everything with photo SOPs
• Responsible for ensuring the guest go carts / buggies are always labelled and clean ready for the guests
• Ensure guest numbers database and daily income audits are updated and correct daily

5. Food & Beverage
• Sign off the weekly F&B order prepared by the Estate Head Chef and Estate Guest Services and hold accountability for the overall F&B cost
• Ensure the kitchen and bar standards are maintained including cleanliness, stock levels, kitchen and bar equipment, plates, glassware – put measures into action to ensure these standards are adhered to
• Ensuring the requests and preferences of guests and homeowners are always met by the kitchen and bar team
• Ensure the kitchen pass is run impeccably and both yourself and the team know the guest dietaries and exactly what’s on the menu at all meals

6. Reservations and Concierge Before arrival:
• Create an incredible guest journey from initial point of contact with the homeowner or guest host of the booking prior to arrival leading in to a bespoke Moskito experience once on island
• Build custom itineraries and plans for homeowner and guest stays including travel arrangements, meal plans, party plans and special requests, ensure these are properly communicated to the relevant departments and delivered to the guests
• Arrange external activities, transfers, spa treatments, excursions etc. either through the recreational areas services or approved third party contractors when requested
• Ensuring the guests reservations details including transfer arrangements, meal plans, party plans and special requests are properly communicated to the relevant departments
• Be fully proficient on the reservation system (Protel), guest planning and daily income audit• Set, train and maintain hosting standards for the Estates in line with VLE standards and homeowner preferences

7. During the booking or stay
• Be highly visible to the guests and Estate team, actively deal with homeowners and guests on a daily basis
• Accountable for ensuring the overall Estate experience is correctly hosted
• Overseeing and actively participate in special set ups always going the extra mile and exceeding the guests’ expectations, always checking each area before guests arrive
• Fulfil any homeowner or guest special requests made either before or during their stay
• Ensure guest bills are correctly input into Protel and that any discrepancies are followed up
• Ensure guest bills are discreetly dealt with on departure day
• Ensure a flawless departure is followed up with exceptional after care and communication leaving our guests wanting more
• Deal with any problems that may arise and contact the Operations Manager for anything you are uncomfortable with

8. After departure
• Monitor feedback and comment cards and act on any comments which can improve
• To be part of the hosting schedule as required
• Keep track of homeowner and guest preferences always accurately logging on Protel to be prepared for their next visit or if they visit other properties in the VLE portfolio
• Manage and take responsibility for the Protel reservations systems for the Estates

9. EMP (Estate Management Program)
• Report any issues to the Operations Manager and ensuring they are promptly resolved whether through the centralized MHOL services or approved third party contractors
• Working with the Technical Services team to schedule works on furniture and repairs throughout the Estate during low occupancy
• Take responsibility for ensuring the EMP being provided is sufficient and satisfactory on behalf of the homeowner, escalate any concerns or issues to the Operations Manager
• Review and approve the monthly EMP charges and report

10. People and The Team
• Responsible for dynamically applying the Island culture, values and philosophies.
• Working with the Operations Manager and People team on staff wellbeing, displaying and communication Virgin group values and demonstrating transparency and commitment to the Moskito Island team
• Responsible for coordinating the training and development of direct reports
• Hold regular 121 and P&Ds with all direct reports as per the VLE recommendations, keep detailed up to date file notes on all team members
• Ensure direct reports have received the correct training and guidelines to hold regular 121s and P&Ds with their direct reports
• Keep moral high within the Estate teams, budget for and arranging team outings and creative ways to show appreciation to the team
• Highlight and recommend necessary training to the Operations Manager and People Manger and/or Training Manager, coach individual team members to develop their skills and maximize performance and personal development.
• Take necessary steps to ensure a harmonious working relationship within the team is maintained and to deal with any issues that might threaten such a conductive working atmosphere immediately making HR aware of any serious disciplinary actions and formal grievances.
• Ensure schedules are completed within the set scheduling deadline, budget at labor code and hours are logged accurately.
• Lead the recruitment for full time and variable team members including putting together JDs, carrying out interview with the support of the Operations Manager and People Manager
• Carefully forecast and budget for variable staff based on occupancy and events ensuring economies of scale are being created through the overall pool of variable staff
• Manage the team in a fair, consistent, responsible way in line with the VLE company policy
• Establish goals and objectives for all direct reports/areas of responsibility and ensures team members receive regular feedback to support and motivate them to achieve their performance objectives.
• Play a key role in the delivery of company, Estate, island inductions and training & development programs
• Lead by example by driving own continuous professional development.
• Conduct team performance reviews according to the company’s policy and procedure, action individual and team rewards and recognition as appropriate.
• Action progressive discipline procedures for areas of responsibility ensuring disciplinary procedures and documentation are completed according to company policies and procedures and the Labour Code of the BVI.
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5. Finance
• Building the annual budgets for the Estate
• Prepare budgets for homeowners for their upcoming stays.
• Annual CAPEX preparation and 3-5 years forecasting
• Reporting to the homeowners on the monthly financials and keeping the Estate departments in line with the set budgets
• Working within an agreed sign off matrix to control spends and facilitate purchasing
• Ensuring all Estate departments have adequate and well controlled stock levels
• Control costs and initiate cost saving ideas in line with maintaining the best possible guest experience
• Sign off on orders ensuring they are prepared correctly by yourself or the team, within budget and approved within the authorization matrix
• Accountable for ensuring the team are properly receiving and tracking orders
• Accountable for ensuring monthly stock takes are completed and submitted to finance as per the schedule
• Carry out credit card batch close and EOD procedures on Protel daily
• Follow and adhere to the company Tips and Gratuities policy

6. Logistics and Procurement
• Working with the procurement team to ensure all orders and deliveries are well planned, scheduled and collected in a timely manner for the Estates
• Work with the procurement team to create key relationships with suppliers and competitive rates are given
• Ensure the PO system is adhered to.

7. Green Initiatives
• Follow and adhere to the Initiative plan, ensure the carbon footprint and waste of the Estates are minimal
• Ensure the Estate staff are trained on the recycling Shops and that they are being followed
• Work with the island HoDs and Estate staff to achieve the highest possible award in the SRA Award
• Manage the Head Chef and waste management teams to carefully control F&B stock and prep making sure waste is minimal

8. Health and Safety
• Ensuring that there are clear H&S guidelines and that they are adhered to within the Estates, set a good example to actively follow and promote safe working practices
• Work with the Operation Manager to help put in place agreed H&S plans including medical, fire, missing persons response plans
• Attend and contribute to the monthly H&S meeting striving to improve standards within the Estates
• Ensure that all control procedures are followed and enforced and that all statutory requirements are understood and followed
• Accountable for ensuring all guests understand and complete the registration cards and guest driving authorization forms on arrival day
• Respond to emergencies including fire and accident.
• Take day to day responsibility for food safety, fire safety and occupational health and safety within your sphere of influence.
• Supervise the activities of your team and others to ensure safe working practices and behaviors.
• Ensure that all departmental team members receive all relevant training in accordance with the policies and SOP’s that are relevant to your department to ensure their staff are suitably competent to carry out their duties effectively.
• Ensuring that all F&B staff have the BVI food handler’s certificate within 4 weeks of commencing work, and are renewed every year.
• That there is a departmental procedure for how to deal with guests with food allergies / intolerance and that all F&B staff have had relevant allergy awareness training and are fully versed in actions to take should a guest make them aware that they have a food allergy / intolerance. This must include the need for sufficient liaison with the kitchen.
• Ensuring that suitable cleaning schedules are documented and being observed for all F&B outlets.
• For food storage areas outside of the kitchen teams’ responsibility the need to ensure that records are kept of refrigerators / freezers that store high risk foods and to take appropriate action where temperatures are out of the designated parameters. For the same storage areas to ensure that foods are suitably labelled with a Use-By date and that these are regularly checked.
• Ensure all the teams members are trained on correct manual handling
9. Other Guest Experience and Event Planning Responsibilities
• Organize large events such as wedding within the Estate, support the Recreational Area team to organize and deliver large events
• Assist the Operations Manager to ensure standards across the property are correctly maintained
• Be flexible with working hours reflecting the guest itineraries and be available for extra hours for big events
• Have a good relationship and regular communications with the reservations team in London
• Assist with Island tours and play a key role in working with reservations and sales & marketing teams in order to help them promote and sell the island
• Have a clear working knowledge of the Island’s policies and operate within them at all times and to ensure staff awareness of relevant policies
• Ensure phones are forwarded to the correct location/person at the beginning and end of each day
• Always leave shift with a clear concise handover given to your team and manager
• Attend meetings as required and to support the communication process
• Co-operate with management and other team members and business partners and to ensure a harmonious working and living atmosphere
• Be direct in supporting the island in a general capacity and willing to assist other departments and Estates around the island when required.
• Pass the BVI driver’s license test within your probation period, in order to be able to legally drive on the Island
• Set good example for the team with regard to demonstrating professional conduct and the VLE core values and behaviors.
• Behave in an appropriate professional manner as a representative of the company when on and off Island.
• Do not during the course of your employment or thereafter disclose to any person any confidential information relating to the business dealings of the company, guests or employees or any other matters that may come to your knowledge by reason of your company
• Assist in other Estates, Necker Island operations and any other location designated in the BVI as assigned by senior Management when needed.

Desired Skills/Qualifications:
• Minimum 3 years’ experience in a management role of the same or similar level position in a luxury resort or estate in the Caribbean or other island or remote setting.
• Minimum 3 years’ experience running a Private House or Estate
• Minimum of 5 years’ experience in hospitality and event management with detailed knowledge of hotel operations and private home services – e.g., food & beverage, rooms / facilities management, front of house or concierge operations, Estate / butler services.
• Experience dealing directly with and forming relationships with owners.
• Pre-opening and opening leadership experience in hotels or resorts or Estate property.
• Medical response, first aid certification preferred or willing to learn.
• Strong budget management; financial reporting and controls experience. Ideally this should encompass responsibility for a full operating P&L
• Professional certification in general hospitality or specific disciplines e.g. Front of House, Estate management, butler services, Food & Beverage desirable.