Villa Operations Lead

Industry: Luxury Hospitality | Boutique Villa & Short-Term Accommodation

Location: Remote – Philippines
Employment Type: Full-Time, via Peoplegig
Working Hours: 40 hours per week | Core Hours: 8:00 AM–5:00 PM PHT/WITA
Reporting To: Villa Owner / Operator
Key Stakeholder: On-site Villa Manager, Lombok, Indonesia

About the Role

We are seeking a highly organised, digitally capable, and guest-focused Villa Reservations, Guest Experience & Digital Operations Specialist to support the daily operations, reservations, marketing, and commercial performance of a luxury villa property in Lombok, Indonesia.

This is a multifaceted hospitality operations role that combines online travel agency (OTA) management, guest communications, property management system administration, digital marketing, revenue reporting, and booking optimisation.

The successful candidate will serve as the primary remote operational support for the villa, working closely with the owner and on-site Villa Manager to deliver a seamless guest experience, maintain strong online visibility, and support occupancy and revenue performance.

Beyond day-to-day operations, the role will play a key part in implementing and optimising the villa's digital booking ecosystem, including Lodgify, PriceLabs, Mailchimp, and Webflow.

We are looking for someone who can independently manage multiple platforms, communicate confidently with international guests, and take a proactive, solutions-oriented approach to hospitality operations.

Key Responsibilities

1. Reservations & Guest Experience Management

• Manage reservations, enquiries, and guest communications across Airbnb, Booking.com, Agoda, Trip.com, and other booking platforms.
• Respond to guest enquiries within the required two-hour service level during business hours.
• Coordinate pre-arrival communications, check-in instructions, arrival logistics, and special guest requests.
• Work closely with the on-site Villa Manager to ensure seamless guest arrivals, departures, and overall guest satisfaction.
• Monitor guest reviews, prepare professional responses, and identify opportunities to improve the guest experience.
• Maintain accurate booking information, calendars, and guest records across all connected channels.
• Support direct booking enquiries and assist with converting enquiries into confirmed reservations.

2. Property Management System & OTA Administration

• Administer the villa's Property Management System (PMS), primarily Lodgify.
• Manage OTA channel integrations, availability synchronisation, reservation settings, and booking configurations.
• Configure and maintain rate plans, minimum-stay requirements, seasonal adjustments, and automated guest messaging.
• Monitor listing performance, booking conversion, guest ratings, and platform visibility.
• Troubleshoot booking discrepancies, calendar synchronisation issues, and channel configuration errors.
• Support onboarding and optimisation of additional distribution channels and luxury accommodation partners.

3. Digital Marketing & Content Management

• Plan, create, and schedule approximately 3–4 social media posts per week across Instagram and Facebook.
• Select property images, develop engaging captions, and maintain consistent brand messaging aligned with the villa's luxury positioning.
• Manage content scheduling through tools such as Meta Business Suite, Later, or Buffer.
• Develop and execute email marketing campaigns using Mailchimp or equivalent platforms.
• Build and maintain automated post-stay communications, direct rebooking campaigns, and seasonal promotional offers.
• Segment guest databases and monitor email campaign engagement, including open rates and click-through rates.
• Maintain website content through Webflow or a similar content management system.
• Update property images, blog content, availability information, and promotional messaging.
• Monitor direct booking enquiries generated through the website and digital campaigns.

4. Revenue Monitoring, Reporting & Reconciliation

• Prepare comprehensive monthly performance reports for the villa owner.
• Analyse booking performance by distribution channel, including Airbnb, Booking.com, Agoda, Trip.com, and direct bookings.
• Monitor occupancy trends, booking lead times, cancellation rates, and direct versus OTA booking performance.
• Track revenue against established targets and identify potential performance gaps.
• Reconcile OTA payouts, booking records, and invoices to ensure financial accuracy.
• Monitor dynamic pricing through PriceLabs and flag unusual rate changes or pricing inconsistencies.
• Apply approved seasonal adjustments and minimum-rate parameters in accordance with the villa's pricing strategy.
• Provide practical recommendations to improve booking performance, channel efficiency, and direct booking conversion.

5. Systems Implementation & Digital Operations

The role will initially support an implementation project focused on establishing and optimising the villa's digital operations.

Key implementation responsibilities include:

• Set up and configure Lodgify, including integration with Airbnb, Booking.com, and Agoda.
• Configure booking rules, rate structures, minimum-stay settings, and automated communication templates.
• Assist in implementing PriceLabs with appropriate Lombok market benchmarks and seasonal pricing parameters.
• Build automated Mailchimp campaigns for post-stay engagement, repeat bookings, and seasonal promotions.
• Support Webflow website development through content uploads, booking widget integration, and functional testing.
• Assist with applications and onboarding for Trip.com and selected luxury accommodation distribution partners.
• Conduct end-to-end booking tests to validate availability, pricing accuracy, guest messaging, and reservation workflows.
• Document key processes and recommend opportunities for operational automation and continuous improvement.

Qualifications & Experience

Essential Requirements

• At least 3 years of relevant experience in hospitality reservations, vacation rental administration, property management operations, or similar roles.
• Hands-on experience managing Airbnb and/or Booking.com from the host or property operator side.
• Experience setting up or administering a Property Management System such as Lodgify, Guesty, Hostify, OwnerRez, or a comparable platform.
• Ability to independently configure booking channels, pricing rules, availability calendars, and reservation workflows.
• Strong understanding of guest satisfaction metrics, OTA listing performance, review management, and booking conversion.
• Excellent written and verbal English communication skills, with the ability to produce polished, professional, and personable guest correspondence.
• Experience using Mailchimp, ActiveCampaign, ConvertKit, or similar email marketing platforms.
• Ability to develop social media content, write engaging captions, and manage Instagram and Facebook scheduling.
• Proficiency in Google Sheets or Microsoft Excel for operational reporting, reconciliation, and performance tracking.
• Comfortable managing multiple systems and competing priorities in a remote working environment.
• Strong attention to detail, problem-solving ability, and independent decision-making skills.

Preferred Qualifications

• Previous experience supporting luxury villas, boutique hotels, serviced apartments, or premium short-term rental properties.
• Familiarity with Indonesian, Bali, or Lombok hospitality markets.
• Experience using dynamic pricing platforms such as PriceLabs, Wheelhouse, or Beyond.
• Experience with Webflow or similar website content management platforms.
• Understanding of direct booking strategies, guest retention, and hospitality email marketing.
• Experience with OTA payout reconciliation and revenue analysis.
• Familiarity with luxury travel distribution platforms or agency partnerships.
• Exposure to hospitality systems implementation, workflow automation, or digital transformation projects.

Key Competencies

Guest-Centric Communication: Able to communicate with international guests in a warm, professional, responsive, and service-oriented manner.

Technical & Digital Proficiency: Comfortable learning, configuring, and managing multiple hospitality and marketing platforms independently.

Commercial Awareness: Understands the relationship between reservations, pricing, occupancy, guest reviews, and overall property revenue.

Organisation & Attention to Detail: Maintains accurate reservations, guest records, financial reconciliations, and platform configurations.

Problem-Solving & Ownership: Takes initiative in identifying operational issues, proposing solutions, and following through to resolution.

Stakeholder Collaboration: Works effectively with the villa owner, on-site manager, external providers, and booking platform representatives.

Adaptability: Comfortable balancing day-to-day operational responsibilities with new systems implementation and continuous process improvements.

Working Arrangement

• Full-time remote engagement through Peoplegig, working 40 hours per week.
• Core operating hours are 8:00 AM–5:00 PM Philippine Time, aligned with Lombok time (WITA).
• Must be available for morning coordination with the on-site Villa Manager, generally between 8:00 AM and 9:00 AM WITA.
• Weekend coverage for urgent guest communications is required, with coverage arrangements to be agreed.
• Weekly operational check-ins with the villa owner through Slack or WhatsApp.
• Monthly performance reviews and reporting.
• Access to relevant hospitality and marketing platforms will be provided.

Initial Implementation & Paid Trial

The successful candidate will undertake a four-week paid trial, during which performance will be evaluated based on:

• Progress in configuring Lodgify and connecting priority booking channels.
• Accuracy and reliability of reservation and guest communication workflows.
• Responsiveness and quality of guest correspondence.
• Ability to independently navigate and administer relevant digital platforms.
• Quality, accuracy, and presentation of the initial monthly performance report.
• Proactive communication, initiative, and collaboration with the villa owner and on-site manager.

Application Requirements

Candidates should submit an updated CV highlighting their experience in OTA management, hospitality operations, PMS administration, and digital marketing.

Shortlisted applicants may be asked to provide:

1. Guest Communication Sample: A professionally written response to a potential guest enquiring about villa availability, check-in arrangements, and a special request.
2. Marketing Writing Sample: A Mailchimp subject line and short promotional message for a seasonal villa offer.
3. Systems Experience Summary: Examples of PMS platforms and OTA channels they have configured or managed.

Why Join This Opportunity?

This role offers the opportunity to work directly with the operator of a luxury hospitality property and contribute to the development of its reservations, guest experience, and digital operating systems.

It is particularly suited to an experienced hospitality professional who enjoys combining guest service, technology, marketing, and commercial operations and wants to take meaningful ownership of an international hospitality business's remote operations.