Operations Manager

Job TitleVilla Operations & SalesEssential Duties & ResponsibilitiesOversee the day-to-day operational performance of villas and condominium units within the resort program.Act as the primary curator of villa operations, ensuring units are maintained, presented, and operated according to resort standards.Partner with the Sales, Reservations, Rooms, Housekeeping, Engineering, and other departments to maximize villa performance and owner satisfaction.Support villa rental sales strategies, inventory management, occupancy initiatives, and revenue opportunities.Monitor villa readiness, presentation, maintenance, and overall guest experience.Identify opportunities to improve villa profitability, utilization, and operational efficiency.Property Management Program OversightServe as the Program Manager for PMs, inspections, and villa billables, ensuring processes are completed accurately and timely.Coordinate and monitor property management activities associated with participating villas and condominiums.Oversee villa inspections and follow up on deficiencies, repairs, and maintenance needs.Monitor owner and villa billables, ensuring charges are accurate, properly documented, and communicated appropriately.Maintain accurate records and reporting related to villa operations, inspections, maintenance, and financial activity.Coordinate with Finance and Property Management to resolve billing questions and discrepancies.Owner RelationsServe as the primary liaison between villa owners and the resort/property team.Develop and maintain strong, professional relationships with villa owners through consistent communication, responsiveness, and follow-through.Communicate resort policies, operational updates, maintenance projects, amenities, programs, and other information relevant to owners.Address owner concerns and coordinate appropriate resolutions with resort leadership and operational departments.Represent the resort professionally during owner interactions and ensure owners feel informed, valued, and connected to the property.Owner Communication & Resort AmbassadorServe as a relationship builder and "CNN broadcaster" of resort information, keeping owners informed about what is happening throughout Hawks Cay Resort.Proactively communicate important resort updates, events, operational changes, improvements, and opportunities.Develop clear and engaging owner communications that strengthen the connection between owners and the resort.Ensure information shared with owners is accurate, timely, professional, and aligned with resort leadership.Owner Meetings & GovernanceCoordinate and facilitate quarterly owner meetings in partnership with the appropriate resort leadership and Resort Chair.Prepare meeting agendas, presentations, operational updates, and supporting materials.Coordinate with department leaders to gather relevant updates and information for owner meetings.Document key discussion points, concerns, action items, and follow-up responsibilities.Ensure action items resulting from owner meetings are tracked through completion.Leadership & Cross-Department CollaborationBuild strong working relationships with resort department leaders and property management partners.Coordinate cross-functional solutions to villa operational issues.Monitor service standards and identify opportunities for continuous improvement.Provide management with regular updates regarding villa performance, owner concerns, operational challenges, and opportunities.Maintain confidentiality and professionalism when handling owner, financial, property, and resort information.QualificationsBachelor's degree in Hospitality Management, Business Administration, Real Estate, Property Management, or a related field preferred.Previous experience in resort, hotel, condominium, villa, property management, owner relations, or luxury hospitality operations.Strong understanding of hospitality operations, property management, and owner relations.Sales and revenue-management experience preferred.CAM (Community Association Manager) license preferred.Strong organizational and project-management skills.Excellent verbal and written communication skills.Ability to build and maintain relationships with high-value owners and internal stakeholders.Strong problem-solving and conflict-resolution abilities.Proficiency with Microsoft Office and property-management or hospitality systems.Ability to manage multiple priorities in a fast-paced resort environment.Hawks Cay Resort is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic in accordance with applicable federal, state, and local laws.#INDHCEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.