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:

• Ensure the correct setup, maintenance and monitoring of Laguna Property Services SOP's and Operational processes.
• 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
• Drive top-line revenues for each department to ensure that suitable profit or cost-recovery is achieved
• Ensure that all owner/guest satisfaction metrics are achieved and exceed suitable scores for reputation management
• 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
• Conduct annual cycle of property management and service delivery

General:

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