Director of Villa Services

An oasis immersed in well-being and nature, Raffles Sentosa Singapore is the first all-villa property in Singapore. Located on a clifftop, the new resort on Sentosa Island features 62 contemporary private pool villas surrounded by tropical gardens and views over the South China Sea.

Ranging from 230 square metres in size, each villa is a sanctuary for extended stays. As part of Raffles’ legendary welcome, guests will experience signature markers enlivened by the famous Raffles Butlers and a sustainably created Sentosa Sling. There will be five dining establishments, a spa offering next-generation wellness and a grand ballroom.

Reporting to the Hotel Manager, the Director of Villa Services will be responsible for overseeing the Butler, Guest Experiences and Housekeeping operations in creating a seamless and delightful stay experiences for the guests.

What you will be DOING:

• Develop the annual business plan and budget for the hotel, monitor and track the respective monthly P&L closely to achieve and/or exceed the established business targets.  
• Champion and is responsible to drive high standards of services in all villa services operations.al areas.
• Serve as role model and actively work to uphold the Raffles’s brand standards by providing feedback and drive the Department Managers to take actions to ensure consistent service delivery.
• Drive the team to achieve monthly upsell target to improve profitability.
• Keep abreast of changes in market/business trends and situations especially in the hospitality business environment; Stay current and relevant to achieve greater operational and service excellence.
• Supervise and ensure the various respective Department Managers work closely together and their activities are in support with one another and not colliding or undermining each other.
• Assume full responsibility and lead the Department Managers to ensure a smooth and seamless daily villa services operation including prompt anticipation and identification as well as speedy and proactive resolutions of operational problems in order to achieve the highest guest stay experience.
• Drive and put in place a consistent high standard personalised guest stay program including pre-arrival, care program, etc. to ensure service excellence and an immaculate product is offered to guests during their stay.
• Supervise the handling of all VIPs reservations, assignment of rooms, welcome amenities/cards/notes, inspection of allocated guest villas and/or function or private rooms, arrival details, special requirements, etc. and personally greeting them upon arrival.
• Connect actively and establish rapport with guests, especially VIPs and the repeating guests and maintaining good relationship with them.
• Drive guest excellence in all areas, keeping the team focused on the targets; address and resolve pressing issues.
• Ensure all required reports and administrative duties are submitted and completed accurately and timely.
• Lead, manage, supervise and coach the direct reports.
• Conduct performance review for the direct reports.
• Ensure duty roster is planned effectively and productively.
• Conduct daily shift briefing.
• Ensure compliance of all brand/operating standards and/or LQA.
• Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.
• Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives.
• Perform any other duties and responsibilities that may be assigned.

• Degree/Diploma in Hospitality / Tourism or equivalent
• Minimum 5 years of relevant hospitality working experience in a senior managerial appointment

Your experience and skills include: 

• Strong business acumen, critical thinking and strategic decision-making skills
• Strong human relations and influencing skills
• Strong communications (verbal and written), planning and coordination skills
• Ability to work independently and take initiative
• Creative and resourceful
• Understand the needs of international luxury travellers
• Possess strong local hospitality market knowledge
• Flexible with working days and hours including weekends and public holidays