Elite Havens is Asia’s leader in high-end quality private rentals. With more than 300 superb properties across 10 destinations Elite Havens prides itself on offering the best bespoke service to its guests. Elite Havens teams serve over 80,000 travelers each year offering extra ordinary experiences that last a lifetime.


More information at www.elitehavens.com




A key senior role, the Senior Operations Manager reports to the Cluster Manager Thailand & Japan. This role oversees a vibrant Villa Operations team of guest services and housekeeping based in Kutchan, Hokkaido. This is a full time role throughout the entire year. Working closely with the Villa Specialists and the Office Manager, this role ensures that guests are satisfied with the end-to-end service level from inquiry to check out and properties and the chalets remain in good working condition.


Villa Operations

  • Oversees monthly schedules
  • Collaborates with marketing and operational teams to develop SOPs and ensures smooth implementation.
  • Obtains quotations from suppliers regarding the maintenance of the villas.
  • Handles communication to the villa owners.


Guest Services

  • Manages the guest servicing team.
  • Acts as the point of escalation for all customer service issues.
  • Develops quality standards for customers service and the processes needed for measurement and continuous improvement. 
  • Ensures strict adherence of the teams to SOPs.
  • Handles VIP clients.



  • As senior manager assists the Cluster Manager Japan & Thailand to set the operations department vision and roadmap.
  • Hires, coaches and develops the team. 
  • Collaborates with the cross functional teams to ensure a seamless end to end customer experience from enquiry to check out.
  • Provides a successful employee experience, team culture and career paths to improve employee retention and growth.



  • Independent, hands on leader with demonstrated outstanding communication and decision-making skills.
  • Solid understanding of reporting and budgeting procedures.
  • Prior experience in the travel and luxury industries highly desirable.
  • Excellent motivational and coaching skills, demonstrated with an ability to develop leaders.
  • Ability to work flexible hours.
  • Fluency in English and Japanese is essential.