On-Ground Operations Manager – OTOLO Homes

Masarra; Abu Dhabi; On-site; AED 50,000 - 90,000; Full time

Job summary

An established industry player in hospitality is looking for an On-Ground Operations Manager to elevate guest experiences at their luxury properties. This pivotal role involves ensuring operational excellence through regular inspections, quality assurance, and effective communication with guests. The ideal candidate will have a strong background in hospitality operations, exceptional attention to detail, and a passion for delivering outstanding service. Join a dynamic team and play a crucial role in maintaining the brand's high standards while enhancing guest satisfaction.

Qualifications

• 5+ years in hospitality operations or property management.
• Professional certifications in Operations Management or Quality Control.

Responsibilities

• Conduct property inspections for cleanliness and readiness.
• Monitor guest feedback and recommend service improvements.

Skills

Operational Auditing

Problem-Solving

Guest Communication

Attention to Detail

Quality Assurance

Education

Bachelor's in Hospitality

MBA in Business Administration

Tools

Property Management Systems (PMS)

Reporting Tools

Job description

On-Ground Operations Manager – OTOLO Homes

On-Ground Operations Manager – OTOLO Homes

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The On-ground Operations Manager will safeguard the operational standards and guest experience across all OTOLO Homes apartments. This role will work closely with the on-ground operational teams to ensure seamless property readiness, service-level adherence, and the OTOLO Homes brand promise delivery. The Manager will drive consistency, excellence, and continuous improvement across the portfolio through regular inspections, service quality monitoring, and collaborative operational support.

Job Scope :

Operational Quality Assurance

• Conduct regular property inspections to ensure cleanliness, inventory accuracy, and readiness for guest arrivals.
• Verify that all units comply with OTOLO Homes brand standards before guest check-in.
• Assist with staging newly onboarded properties to ensure alignment with brand aesthetics and expectations.

Guest Experience Oversight

• Ensure timely, professional, and brand-consistent communication with guests throughout their stay.
• Monitor guest feedback, identify recurring concerns, and recommend service improvements.
• Escalate and resolve guest complaints promptly to uphold satisfaction and retention.

Operational Coordination

• Align daily turnover schedules and coordinate operational activities to support seamless guest transitions.
• Oversee unit readiness and timely handovers between stays, especially during high-demand periods.
• Collaborate with field teams to anticipate and manage peak operational loads.

Service Standards Monitoring

• Ensure full compliance with internal SOPs and service level agreements (SLAs).
• Identify service delivery gaps and initiate immediate corrective measures.
• Maintain logs of operational issues and resolutions to support continuous improvement.

Reporting & Documentation

• Maintain accurate inspection reports, incident records, and operational tracking tools.
• Manage monthly invoicing processes, ensuring all supporting documentation is filed correctly.
• Prepare and submit weekly and monthly performance summaries to senior management.

The Ideal candidate should have :

• Bachelor’s degree in hospitality, business administration, or a related field
• Minimum of 5 years’ experience in hospitality operations, property management, or quality assurance, preferably within short-term rentals, luxury hotels, or serviced residences.
• Exceptional attention to detail with strong operational auditing and problem-solving capabilities.
• Proficient in reporting, documentation, and clear stakeholder communication.
• Professional certifications in Operations Management, Quality Control, or Guest Service Excellence.
• Familiarity with SLA frameworks, property management systems (PMS), and guest review platforms.
• Arabic language proficiency.
• Experience in luxury serviced apartments or high-end hospitality environments.

Own the guest experience. Lead with precision. Deliver excellence.

We’re seeking an on-ground operations manager who is ready to raise the bar at OTOLO Homes.

LeadershipOpportunity #JoinOurTeam #HospitalityJobs #GuestSatisfaction #OTOLOHomes #OperationsExcellence

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Project Management, Distribution, and Administrative

Hospitality, Hotels and Motels, and Airlines and Aviation

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