Villa Operations Manager

About SLS The Red Sea

SLS The Red Sea, part of Ennismore’s lifestyle portfolio, is a hospitality destination located on the Red Sea coast in Tabuk, Saudi Arabia. The resort features 150 keys, five Food & Beverage venues, and a spa. SLS The Red Sea focuses on providing a blend of hospitality experiences for its guests.

Role Summary

The Villa Operations Manager will lead the Villa Host operation at SLS The Red Sea, ensuring personalized service for villa guests from arrival through departure. This full-time role involves overseeing VIP experiences and coordinating with various operational teams to maintain service standards reflective of the SLS brand.

Key Responsibilities

• Lead the Villa Host operation, ensuring consistent delivery of personalized luxury service and adherence to SLS brand standards.
• Manage, coach, and develop Villa Host Supervisors and Villa Hosts to build a high-performing 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 arrangements with relevant operational departments.
• Conduct regular villa inspections to ensure presentation, amenities, maintenance, and service delivery meet luxury standards.
• Maintain operational presence and engage with VIPs, repeat guests, and guests celebrating special occasions.
• Handle escalated guest concerns and lead service recovery with timely follow-up.
• Monitor guest feedback and identify opportunities to 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.
• Lead daily briefings and ensure effective communication of VIP movements, guest requests, and operational priorities.
• Monitor staffing, scheduling, productivity, and departmental operating costs.
• Identify upselling opportunities across dining, spa, experiences, and other resort services.
• Work 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.

Qualifications and Experience

• 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.

Required Skills

• 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.

Location

This position is based in Umluj, Tabuk, Saudi Arabia.