Villa Manager

Villa Manager — Job Description

About the role

Sanur Villas manages a growing portfolio of private holiday villas.

We are hiring a Villa Manager to run day-to-day operations across our holiday villa portfolio in Sanur, Bali. You own the guest journey from booking to check-out, and you make sure every villa is spotless, fully working and ready on time for the next arrival.

Location

Sanur, Bali (on-site, across multiple villas)

Reports to

Owner / General Manager

Works with

Housekeeping, maintenance, pool and garden staff, contractors

Employment

Full-time, including some weekends and public holidays on a rotating roster

Key responsibilities

Bookings and reservations

• Manage all reservations in our PMS across direct bookings, Airbnb, Agoda, Booking.com and other channels.

• Keep calendars, rates and availability accurate; prevent double bookings and gaps between stays.

• Handle booking changes, extensions, cancellations and refunds in line with our policies.

• Confirm payments and security deposits, and flag any outstanding balances.

• Spot opportunities to fill gap nights and upsell extras such as airport transfers, late check-out, tours and in-villa services.

Guest communication

• Respond to enquiries and guest messages quickly and professionally on WhatsApp, email and OTA inboxes. Target: under 1 hour during working hours.

• Send pre-arrival information: directions, arrival time, house rules and local recommendations.

• Be the guest's main point of contact during their stay and resolve issues on the spot.

• Follow up after check-out to request reviews, and respond to every review, positive or negative.

• Escalate serious complaints, damage or safety incidents to management immediately.

Check-in and check-out

• Welcome guests in person (or coordinate self check-in), give a villa walkthrough and explain how everything works.

• Verify guest identity and register guests with the local banjar / authorities as required.

• Carry out check-out inspections, record any damage or missing items with photos, and process deposit returns or claims.

• Handle early arrivals, late departures and luggage storage requests.

Changeovers: housekeeping and maintenance coordination

• Build and share the daily changeover schedule with the cleaning team, based on arrivals and departures.

• Inspect every villa after cleaning and before each arrival against our standard checklist.

• Manage linen, towels, guest amenities and cleaning supplies; reorder before stock runs low.

• Log maintenance issues, assign them to the maintenance team or contractors, and follow up until fixed.

Property standards and upkeep

• Keep each villa in excellent condition, matching its listing photos.

• Run a preventive maintenance plan: AC servicing, pool condition, pest control, generator / water pump checks.

• Keep an inventory of furniture, equipment and fittings for each villa and flag items that need replacing.

• Identify improvements that would lift guest ratings or nightly rates.

Team and reporting

• Supervise and roster the housekeeping, garden and pool staff; train new team members on our standards.

• Manage petty cash and keep records of operating expenses with receipts.

• Report weekly on occupancy, guest feedback, maintenance issues and costs.

Requirements

Must have

• 1+ years in villa management, hotel front office or guest relations, ideally in Bali.

• Fluent English and Bahasa Indonesia, written and spoken.

• Confident with a PMS or channel manager and the Airbnb / Booking.com host tools.

• Comfortable with WhatsApp Business, email and Google Sheets.

• Own motorbike and valid licence (SIM C) to move between villas.

• Lives near Sanur, and can respond to urgent guest issues outside normal hours on a roster.

Skills and qualities

• Warm, calm and service-minded, with a real eye for detail and cleanliness.

• Organised: can juggle same-day changeovers across several villas without missing details.

• Practical problem-solver who fixes issues first and reports them after.

• Leads by example with housekeeping and maintenance staff, firm on standards and respectful.

• Honest and trustworthy with keys, cash and guest property.

Nice to have

• Diploma or degree in hospitality or tourism.

• Basic technical knowledge of pools, AC and electrics.

• A third language would be a bonus

What we offer

• Competitive monthly salary and service charge/performance bonus.

• BPJS Kesehatan and BPJS Ketenagakerjaan, and THR (religious holiday allowance) per Indonesian labour law.

• Phone credit and fuel allowance for travel between villas.

• Training on our systems and standards, and room to grow as the portfolio expands.

• A small, hands-on team where your work directly shapes the guest experience.

How to apply

Send your CV and a short message on why you'd be great in this role.

Shortlisted candidates will be invited to an interview and a villa walkthrough.