General Manager

WE ARE HIRING
GENERAL MANAGER (VILLA MANAGEMENT)

Location: Bali, Indonesia

Employment Type: Full-time

About the Role

We are seeking a highly organized, strategic, and hands-on General Manager to oversee the daily operations, team performance, and guest experiences across our premium villa portfolio. You will bridge the gap between day-to-day ground operations and high-level company strategy, ensuring excellence at every touchpoint.

The ideal candidate is a natural leader who thrives in a fast-paced hospitality environment, excels at problem-solving, and is passionate about system optimization, team accountability, and maintaining world-class property standards.

Key Responsibilities

• Cross-Department Coordination: Oversee and streamline daily operations across all villas, ensuring seamless synergy between Villa Managers, Housekeeping, Maintenance, Guest Relations, and External Vendors.

• Rapid Issue Resolution: Actively monitor ongoing operational issues, ensuring fast, effective solutions to keep all properties guest-ready at all times.

• Problem Escalation: Handle and resolve complex operational challenges effectively before they require CEO intervention.

• Leadership & Supervision: Supervise and mentor department heads and on-ground staff, fostering a culture of accountability and high performance.

• Performance Standards: Implement clear KPIs, conduct regular operational reviews, and ensure strict adherence to company SOPs.

• Talent Development: Assist in recruiting, onboarding, and training new team members while continuously identifying operational weak points to improve efficiency.

• Satisfaction & Reviews: Maintain premium standards of guest satisfaction across all properties; closely monitor reviews and operational feedback.

• Escalation Handling: Professionally manage and resolve escalated guest complaints to protect the brand’s reputation.

• Communication Standards: Ensure the guest communication team maintains prompt, empathetic, and excellent service standards.

• Owner Relations: Build and maintain strong, trust-based relationships with villa owners.

• Reporting & Updates: Provide property owners with timely, transparent updates, performance reports, and operational insights.

• Expectation Management: Align owner requests with operational realities regarding maintenance, upgrades, and property standards.

• Workflow Optimization: Continuously audit and improve operational workflows to eliminate inefficiencies.

• SOP Standardisation: Update, document, and standardize existing SOPs across the entire villa portfolio.

• Tech & Automation: Work with the team to implement operational tools, project management software (e.g., Notion, Google Workspace), and automated/AI systems where relevant.

• Property Standards: Ensure all villas are meticulously maintained and meet premium luxury standards.

• Preventive Maintenance: Monitor and enforce preventive maintenance schedules to reduce reactive emergency repairs.

• QC Enforcement: Coordinate major repairs, property upgrades, and enforce strict quality control checks for both housekeeping and maintenance teams.