Director, Villa Services

Summary Statement: A Director of Villa Services provides strategic leadership and oversight of all villa operations, ensuring an exceptional, highly personalized guest experience aligned with luxury brand standards. This role drives service excellence through team development, operational efficiency, and cross-functional collaboration, while maintaining a strong focus on guest satisfaction, revenue performance, and Forbes-level quality execution.

• – Includes but is not limited to:
  Provide strategic leadership and operational oversight of all Villa Services, ensuring an exceptional, highly personalized guest experience that reflects Forbes Five-Star standards and brand expectations. Lead, mentor, and develop Villa Service teams (Managers, Butlers, Villa Coordinators), foster a culture of anticipatory service, accountability, and continuous improvement. Design and implement bespoke service standards, rituals, and guest touchpoints that elevate the villa experience, ensuring consistency, creativity, and attention to detail at every stage of the guest journey.
  
  Oversee pre-arrival planning and in-house guest experience, ensuring all preferences, itineraries, and special requests are executed flawlessly and proactively. Drive service excellence through daily operations, including arrivals, departures, in-stay engagement, and post-stay follow-up, ensuring all interactions exceed guest expectations. Partner cross-functionally with departments including Front Office, Housekeeping, Food & Beverage, Culinary, Casino/VIP Services, and Engineering to ensure seamless execution of all villa-related services and experiences.
  
  Establish and enforce Standard Operating Procedures (SOPs), ensuring compliance with brand standards, operational policies, and regulatory requirements. Demonstrate strong business acumen through regular review and analysis of financial statements, including revenue performance, labor costs, and departmental expenses, ensuring alignment with budget and forecast goals. Drive profitability by identifying opportunities to increase revenue, optimize pricing strategies, and enhance villa product offerings, while maintaining a luxury guest experience.
  
  Actively manage and control expenses, ensuring cost effectiveness across all areas of the operation without compromising service standards. Develop and execute strategies to improve EBITDA by balancing revenue growth, labor efficiency, and expense management, while continuously seeking operational improvements. Oversee labor models, scheduling, and productivity standards to ensure optimal staffing levels that align with business demand and financial targets. Identify inefficiencies and implement process improvements that streamline operations, reduce waste, and enhance overall departmental performance.
  
  Oversee staffing levels, scheduling, recruitment, and retention strategies to ensure optimal coverage and a high-performing, engaged team. Conduct regular training, coaching, and performance evaluations, with a strong emphasis on luxury service delivery, emotional intelligence, and product knowledge. Maintain a strong presence in the operation, engaging directly with VIP and high-profile guests to build relationships, resolve concerns, and ensure memorable experiences.
  
  Collaborate with Sales, Marketing, and VIP/Casino teams to support villa positioning, promotions, and high-value guest acquisition strategies. Ensure all villa spaces, amenities, and service environments are maintained to the highest standards of cleanliness, presentation, and functionality. Always maintains the highest level of confidentiality and discretion. Develop and provide staff advancement for promotional opportunities. Use personal…