Le Collectionist

Part of the Supply, Stay & Conciergerie business unit, the Resort Manager is a critical role at Le Collectionist, acting locally as the ambassador of the brand. As the Resort Operation Manager, your main goal will be to ensure company service and operational standards are consistently delivered,  managing the villa portfolio and ensuring the highest level of guest satisfaction. You will lead, monitor, and coordinate the Resort team composed of Onsite Concierge overseeing both the portfolio quality and activation thanks to optimized owners account management as well as delivering the highest level of service to our guests. You will report directly to the Spain Director.

The missions:

Villa portfolio management

• Act as the main point of contact for the villa owners regarding any operational needs, including handling complaints, negotiations, compensations, and price updates.

• Manage portfolio movements by supporting the Business Development team (onboards, offboards, etc).

• Continuously monitor the portfolio, ensuring client profiles are up to date in HubSpot and that property KPIs are accurately maintained to optimize portfolio activation.

• Propose account management recommendations to make our owners our best partners (set up regular face to face touchpoints).

• Ensure the  qualification of 100% of your portfolio.

• Ensure all commercial information and documents are up to date at all times in relevant tools.

• Develop a world-class portfolio activation (such as the pricing and availability optimizations, the quality of the content and descriptions, etc).

Set up & coordinate the in resort team before the season

• Recruit and onboard onsite teams, organize in house trainings matching Le Collectionist standards.

• Ensure office space, cars, housing if needed matching allocated budget.

• Implement company tools and Gold Standards, adapt the routines to the team.

• Source, compile and contract with contractors and 3rd parties when applicable (cleaning & needed 3rd parties for the season).

• Plan and coordinate weekly staffing needs, managing staff working hours to comply with regulations.

• Manage resort accounts, cash floats, and operating budgets.

• Liaise with the Regional Director and ensure a smooth communication.

• Oversea in resort stock management.

• Organize pre arrival team meetings to coordinate weekend arrivals.

Ensure in-season smooth run and focus on optimal guest experience

• Oversea properties pre-season house inspection to ensure all houses are ready and up to Le Collectionist’s standards.

• Support pre-arrival teams with sourcing/testing services and experiences matching the company standards.

• Support destination and properties sales training, remain available to support the Sales Hub on specific guest requests.

• Be responsible for performing client check-ins and check-outs at the villas, while also supervising the welcoming of each guest to ensure it aligns with Le Collectionist’s brand standards. Coordinate and dispatch check-in and check-out duties among the team, ensuring every guest is warmly welcomed in accordance with our established processes.

• Offer and manage all concierge services requested by clients throughout their stay, ensuring a seamless and personalized experience.

• Ensure all properties are ready up to standard and personalized as per guest’s requirements before check in

• Customer experience management: act as the guardian of the quality of guest reception and the effective resolution of any issues raised during their stay. This includes supporting your teams responding to dissatisfied customer requests and assisting with their complaints. handle post stay damages and litigation with the support of our Guest Relation team.

WORK SCHEDULE AND SPECIFICS ⚠️

Our presence on-site and the standards of our sector require working on Saturdays and Sundays (hotel model), especially during the high season. Work is organized in rotation with the rest of the onsite team and overtime may be recovered.

Perks
🎂 1 day off for your birthday
🍽️ Meal vouchers
💻 Laptop (Mac)
📱A business cell phone
🚀 Year-round events