Director of Operations – Property Services

Job Purpose:

• To elevate the overall owner and customer experience across all rental and residential products
• Strengthen accountability in service delivery
• Improve integration between Hospitality, Housekeeping, Operations, Owner Services, and Engineering
• Streamline processes to ensure timely and consistent response to all stakeholder needs
• Create a scalable platform to support future residential growth

Key Result Areas:

1. Ensure the correct setup, maintenance and monitoring of Laguna Property Services SOP's and Operational processes.
2. Manage the cycle of Work Orders from initial business solicitation, owner application, payment, timely completion of works to the required quality standards and post-work review
3. Drive top-line revenues for each department to ensure that suitable profit or cost-recovery is achieved
4. Ensure that all owner/guest satisfaction metrics are achieved and exceed suitable scores for reputation management
5. Act as a bridge between Laguna Property Services, Finance, Property Sales and Owner Services for the purpose of smooth communications, process management and resolution of any issues
6. Conduct annual cycle of property management and service delivery

General:

1. To guide and support the respective managers of the Laguna Property Services Team, namely Operations, Hospitality, Housekeeping.
2. To join the daily briefing of each department at least one time per week to provide mentorship, support and share Laguna or Brand messaging
3. To monitor the learning, development and succession planning of each associate
4. Budget Planning, Forecasting and Capital Expenditure (CAPEX) management
5. To set KPI's for each team and monitor performance, applying Individual Scorecard process as applicable
6. To ensure Associate Satisfaction Index (ASI) targets are achieved and appropriate action plans are created and delivered
7. To ensure Associate Wellbeing Index (AWI) targets are achieved and appropriate action plans are created and delivered
8. Create marketing plan and database for additional service offerings. Ensure regular communication and upsell of Property Service products to owner or guest database
9. Hands-on involvement with guest and owner relations for the purpose of revenue generation, operational management and/or service recovery
10. Act as a main point of contact for owner or tenant issues relating to Laguna Property Services
11. Ensure the correct interaction and cooperation amongst Laguna Property Services Teams and other supporting departments of Laguna such as Engineering, Laundry, The Sanctuary Club
12. Monitor pricing against market demand and competitors
13. Monitor the process of Vendor and Contract Negotiation in conjunction with Operations, Purchasing and Finance Teams
14. Establish current process for internal rates and billing
15. Monitor Accounts Receivable to ensure debtors ageing remains below 3% of total
16. Maintain accurate reporting or documentation of unit status, ongoing condition and annual maintenance cycle
17. Monitor developments in hospitality, rental operations, property development and property operations to identify and implement new practises or business opportunities

Key Qualifications:

• Previous experience in e-Commerce role in an international hotel group or residential project
• Awareness and understanding of local, regional and international digital marketplace
• Ability to communicate fluently in Thai and English language (spoken and written)
• Working knowledge of relevant IT systems (MS Office, Opera, Lighthouse, SiteMinder etc)
• Ability to work in a dynamic team environment