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Hyatt Villas Manager in TUCSON, Arizona

Description:

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

SUMMARY

The Villas Manager is responsible for the day to day operations relating to the villas guest experience, which includes that for Exclusive Resorts club members, private owners, rental guests and VIP clients. This role involves highly detailed pre-arrival and trip planning, the guest arrival experience, expertly handling all in-residence guest needs, ensuring a warm departure and follow up on post-departure requirements. The Villas Manager is accountable for extensive communication at the property level and with third parties to ensure a very high quality guest experience.

Essential Functions:

  • Serves as primary point of contact for all villa guests

  • Works with corporate team with contract execution and terms

  • Handles reservations input, ensuring accuracy of booking and updated client information

  • Coordinates with guests on all aspects of trip planning, including personalized recommendations for treatments, activities and private sessions, ground transportation arrangements and various other tasks

  • Works closely with travel agents and personal assistants

  • Coordinates group experiences, including custom offerings

  • Confirms all trip plans in advance of arrival via personalized email and phone call

  • Offers all guests a personalized, warm and thorough arrival experience

  • Attends to all guest needs throughout stay

  • Takes initiative to seek guests out to ensure daily interaction

  • Coordinates and confirms all departure ground transportation arrangements

  • Reviews billing for accuracy and offers detailed explanations to each guest

  • Offers in-person farewell for all departing guests

  • Maintains complete knowledge of each villa, including layout, functionality of electronics and pools/spas

  • Ensures guest recovery situations are managed appropriately and in an expedient manner

  • Facilitates communication of pertinent guest and operational information with all applicable departments

  • Reviews and follows up on any maintenance issues

  • Ensures special requests are anticipated and taken care of

  • Ensures compliance with both Miraval standards and third party standards

  • Takes care of reporting for third parties

  • Promotes and participates in property wide programs and activities

  • Remains current on all resort information and changes, seeking out information resources and asking questions as necessary

  • Ensures daily checklist is complete

  • Manages daily communication and follow up between concierge, housekeeping, engineering and landscape

  • Organizes and participates in departmental and inter-departmental meetings

  • Actively participates in training opportunities and team building activities

  • Enhances villa operation with new service points and includes other departments as appropriate for execution and consistency

  • Makes recommendations within company to improve guest satisfaction

  • Provides service to VIP clients, communicating with and assisting client after hours

  • Maintains petty cash bank and manages grocery/sundry procurement and monthly reconciliation

  • Provides training to other departments, including front office, reservations and F&B

  • Provides villa tours to inquiring resort guests and VIP site tours

  • Executes safety and emergency procedures in accordance with Miraval standards

  • Proactive in supporting team efforts to achieve Miraval goals

  • Execute and manage special projects and perform other duties as assigned

Qualifications:

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The desire to support and be part of a team

  • Understanding residential contracts, easements and homeowner association guidelines

  • Strong drive to offer excellent guest service and surpass expectations

  • A thirst for knowledge and eagerness to seek out information

  • Exceptional people skills, with the ability to authentically connect with guests and coworkers alike

  • General mathematic skills, including balancing accounts and posting debits and credits

  • Professional appearance, with exceptional verbal and written communication skills

  • Ability effectively utilize technology, including resort software, Microsoft Office and web applications

  • Highly organized with ability to successfully manage multiple and competing priorities

  • Ability to think and work independently while making decisions that benefit both the guest and the resort

EDUCATION and/or EXPERIENCE High School Graduate or GED equivalent. Prior experience (two years) working face to face with public while interfacing with technology.

LANGUAGE SKILLS This position requires the ability to correspond with guests electronically with proper grammar, including correct spelling and sentence structure. This position must be able to verbally interact appropriately at a luxury level with all guests from all different backgrounds.

REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to calculate figures and amounts such as discounts and percentages.

PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to stand and walk for up to eight hours. The associate must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT The noise level in the work environment is usually moderate. Position will be exposed to the elements during shift while touring the property.

Primary Location: US-AZ-Tucson

Organization: Miraval Arizona Resort and Spa

Pay Basis: Yearly

Job Level: Full-time

Job: Guest Services

Req ID: TUC001032

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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