Villas Manager

Summary

At Miraval, we embrace individuality, forge authentic connections, and offer creative opportunities. We live what we teach and provide tangible examples of how the power of mindfulness can profoundly transform people’s lives.

Our culture is rooted in the notion of balance. A balanced center grounds us. Its harmony inspires us. Balance is a process that is organic, evolving, and perpetually moving toward equilibrium.

Your passion, your life, your work – in balance.

Key Responsibilities

Villa Operations & Guest Experience

• Oversee all day-to-day operations of the Villas program, ensuring a seamless and elevated experience for villa owners, house guests, and resort guests
• Ensure all villa arrivals, departures, and in-stay experiences are executed with intention, personalization, and attention to detail
• Maintain a visible presence within the Villas to proactively engage with guests and ensure satisfaction
• Act as the primary escalation point for villa-related concerns, resolving issues with discretion, urgency, and professionalism
• Ensure all experiences align with Miraval’s wellness-focused environment, including mindfulness, quiet enjoyment, and respect for shared spaces

Owner Relations & Membership Compliance

• Build and maintain strong, trust-based relationships with villa owners, acting as a consistent and reliable point of contact
• Ensure all owner, house guest, and day guest usage aligns with Membership Rules and Regulations, including:
  • Guest registration and access requirements
  • House guest privileges and documentation
  • Day guest limitations and usage policies
  • Resort conduct expectations and standards
• Communicate policies clearly and professionally, ensuring understanding while preserving the luxury guest experience
• Manage sensitive situations involving policy enforcement with discretion, empathy, and firmness
• Partner with leadership to address and resolve member concerns, feedback, or disciplinary situations when necessary

Team Leadership & Development

• Directly supervise the Villa Concierge team (2), including scheduling, daily direction, and performance management
• Provide ongoing coaching, training, and development to ensure consistent and elevated service delivery
• Foster a culture of accountability, empathy, and collaboration aligned with Miraval values
• Ensure the team is knowledgeable in both service standards and membership policies, and confident in communicating both

Cross-Department Collaboration

• Partner closely with Guest Relations, Housekeeping, Culinary, Spa, Programs, Engineering, and Transportation teams to ensure seamless villa operations
• Communicate all villa-specific details, preferences, and requests across departments
• Advocate for villa owners and guests while maintaining alignment with operational capabilities and resort policies
• Support coordination of special requests, private experiences, and programming within Villas

Administrative & Operational Oversight

• Ensure accurate documentation of owner profiles, guest preferences, and villa-related communications
• Monitor villa readiness, cleanliness, and maintenance standards in partnership with Housekeeping and Engineering
• Track and follow up on service recovery, guest concerns, and operational improvements
• Support billing awareness and charge accuracy related to villa guest and owner usage (in alignment with membership billing practices)

Service Excellence, Safety & Standards

• Uphold and enforce resort policies related to:
  • Guest conduct and behavior
  • Safety and liability awareness
  • Use of resort amenities
  • Wellness-focused environment and etiquette
• Ensure all villa guests and house guests complete required waivers and registration processes prior to utilizing resort amenities
• Support a safe and respectful environment for all guests, owners, and colleagues

Continuous Improvement & Innovation

• Identify opportunities to enhance the Villas experience through personalization, efficiency, and service innovation
• Support development and refinement of SOPs and service standards for Villas operations
• Partner with the Director of Guest Relations to align Villas operations with broader Rooms Division strategy