Senior Local Manager

Client & Owner Management

• Oversee the organisation of client handover from sales, coordinating your local team to deliver fast, efficient, and trouble-free itineraries and check-ins for all TTT clients in your regions.
• Ensure that each TTT arrival receives a Welcome Pack and toiletries, and that inventory is managed accordingly.
• Ensure that a member of the team are on hand to meet clients at check-ins or offered within 48 hrs of client arrival and are fully available to resolve problems and address client requests promptly and efficiently.
• Liaise with preferred suppliers to facilitate bookings requested by clients such as car hire, boat trips, restaurant bookings, cook services, transfers etc and be able to report on sales to Head Office.
• If any issue cannot be resolved, or needs additional support, liaise with the Operations team to find an alternative solution.
• Identify, recognise, and instil ways to surprise and delight at point of sale, pre-departure, on the ground and post departure.
• Ensure Villa Owner communications and touch points include client feedback, LM feedback, property feedback and special anniversaries/celebrations to make owners feel valued and included.

Team Management

• Manage your local team’s workload ensuring the gathering of all required information prior to the client’s arrival, including flight and passport details, car hire and transfer requirements, restaurant, and activity bookings, and any in villa special requests.
• Ensure your local team communicate efficiently with property owners / villa staff regarding arrival times, number and composition of group and any special requests. Encourage them to include thoughtful touches of their own where possible. This includes prepare and sharing check-in schedules with your team and owners/in-villa staff where needed.
• Alongside People & Culture, recruit, train and retain a team of industry leading local team members who are passionate about luxury hospitality, have excellent attention to detail and go the extra mile.
• Train your local team to escalate any issues raised by clients or damages to the villas to you, to update the communication history and assist with investigating the cause/relevant repair or replacement costs and resolve the issues locally wherever possible.
• Train your team in handling client complaints, by leading by example and coaching and developing them.
• Expenses: ensure the local teams follow expense procedure and reporting, ensuring the finance team have necessary approvals and paperwork.
• IT upgrades – review, support integration and train the team on new systems and processes.
• Ensure the process for holidays and seasonal contracts is in line with the TTT standard, including end of season reviews and holiday handovers.
• Manage the schedules/shifts/rota alongside the workloads of your teams, ensuring holidays are taken during quieter periods throughout the season, whilst considering business and team needs
• Have awareness and adhere to local legislation in your destinations.

Product Management

• Establish and maintain strong working relationships between property owners/ their staff and your team, always communicating issues quickly and diplomatically.
• Provide training about TTT procedures/standards, villa, and client expectations to both your team and villa staff.
• Oversee and coordinate a program of villa quality checks, Health & Safety audits, and review of all TTT in-villa documentation for accuracy, quality, and presentation.
• Ensure that your local team and property owners / villa staff conduct pre-arrival checks to ensure villas are fully-functioning and well prepared to TTT quality brand standards for every TTT client.
• Take an active role in sourcing and onboarding new potential properties when requested, collecting all necessary information on suitable opportunities, and preparing proposals.
• Keep up to date with any changes to the properties within your designated area to ensure they continue to meet the TTT quality standards and share changes through all appropriate channels.
• Encourage your local team to support the product development team and to introduce suitable third-party service providers in their regions.
• Ensure that all Services and Experience suppliers are representative of the TTT brand standards and always adhere to the TTT operating guidelines and agreements. Report any changes or concerns through to the Product team in London without delay.
• Review and audit food and beverage offer in the Villas where applicable ensuring that the quality, offer and style of service is on brand and appropriate to the region and price point of the villa.
• On occasion support TTT’s marketing activities by facilitating press trips for international media, influencers, and VIPs in your regions, as well as training trips.

• Fluency in Italian and English is essential.
• A confident, diplomatic, and articulate communicator with excellent listening and written skills.
• Demonstrable managerial experience with the ability to coach and motivate direct reports, to support their personal development to ensure they continue to excel in their roles.
• Highly organised with impeccable attention to detail.
• Keen eye for process with the ability to review, streamline and optimise both quality and efficiency of process.
• Experience in luxury hospitality, villa management or working with high-end clients would be an advantage.
• Willingness and ability to make short visits to destinations beyond your standard location.
• Good decision making and problem-solving skills; using initiative and creativity.
• Flexible; willing to change direction and compromise according to the situation, and an ability to adapt to new processes and procedures within a dynamic environment.
• Computer literate (Microsoft Outlook, Word, Excel) and confident in learning new systems (e.g. CRM software, apps)
• Driving licence and access to a car are essential.