Operations Manager (Hospitality)

SmartStay; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury holiday home management firm in the UAE is seeking an Operations Manager to oversee daily operations and ensure 5-star service delivery. The role requires strong leadership skills and a solid operational background within the hospitality sector, particularly in luxury holiday homes or 5-star hotels. The ideal candidate will manage guest relations, conduct property inspections, and drive operational initiatives. A competitive salary and benefits package are offered.

Benefits

Health insurance

Annual flight allowance

Performance bonus

Qualifications

• Minimum of 3 years of managerial experience in UAE hospitality.
• Strong ability to train and manage teams.
• Knowledge of housekeeping and maintenance processes.

Responsibilities

• Oversee daily operations and service delivery.
• Manage guest relations and resolve escalations.
• Conduct regular property inspections.

Skills

Leadership skills

Communication skills

Operational knowledge

Problem-solving

Prioritization

Tools

HostAway

Breezeway

Monday.com

Job description

Operations Manager

Reinventing short‑term renting at SmartStay, we’re changing the game in Dubai’s hospitality scene with our exceptional approach to managing holiday homes. Our focus is on providing 5‑star guest experiences and ensuring every stay is unforgettable. We believe that delivering outstanding service leads to glowing reviews and, most importantly, keeps guests coming back.

As the team continues to grow, we are looking for an Operations Manager to oversee daily operations and ensure our high standards are consistently met.

Key Responsibilities

• Lead and oversee daily operations across all SmartStay operational departments to ensure consistent service delivery, property readiness, and adherence to brand standards.
• Directly manage the Guest Relations Department and supervise department heads for Housekeeping, Engineering, and Storekeeping.
• Foster accountability, cross‑departmental communication, and a strong “One Team” culture.
• Collaborate with all departments to resolve operational issues efficiently, ensuring minimal guest disruption.
• Manage guest escalations and complaints with empathy, professionalism, and a service recovery mindset.
• Control glitch management to ensure all issues are resolved promptly and in line with company standards.
• Ensure every SmartStay property meets 5‑star holiday home standards prior to guest check‑in.
• Conduct regular and random property inspections to verify compliance with SmartStay readiness and quality benchmarks.
• Maintain, review, and update Standard Operating Procedures (SOPs) to ensure consistency, quality, and compliance across all operational areas.
• Ensure compliance with UAE regulations, including DTCM and Sakani guest registration processes.
• Coordinate updates to operational checklists, inspection templates, and Turniel materials.
• Drive operational initiatives such as process improvements, vendor assessments, and adoption of technology platforms (Breezeway, Monday.com, etc.).
• Monitor KPIs, guest reviews, and operational reports to identify trends, address inefficiencies, and recommend improvements.
• Identify operational bottlenecks and propose structured, data‑driven solutions.
• Review and approve operational quotations and vendor payments in coordination with the Finance Manager.
• Track monthly operational budgets, monitor expenses, and ensure adherence to cost‑control measures.
• Contribute to strategic planning, resource forecasting, and continuous improvement initiatives to strengthen overall operational performance.

Skills & Qualifications

• Minimum of 3 years of managerial experience in Guest Relations, Front Office, or Operations within a luxury holiday home or 5‑star hotel in UAE.
• Strong leadership skills with proven ability to train, mentor, and manage teams effectively.
• Excellent communication and interpersonal skills, with a guest‑first mindset and ability to manage escalations calmly.
• Solid operational background with knowledge of housekeeping, maintenance, and property readiness processes.
• Proficiency in property and task management platforms such as HostAway, Breezeway, and Monday.com.
• Familiarity with Sakani and DTCM guest registration portals.
• A valid UAE driving license.
• Ability to multitask, prioritize, and deliver under pressure while maintaining attention to detail.
• Hands‑on, proactive approach with strong problem‑solving and decision‑making capabilities.

What We Offer

• Salary range AED 13,000 to 17,000 depending on experience.
• Health insurance, annual flight allowance, and discretionary performance bonus.
• Five‑day work week with flexibility during critical periods.
• A dynamic workplace culture that values innovation, efficiency, and collaboration.

How to Apply

If you’re passionate about delivering exceptional operational excellence and driving seamless hospitality experiences, we want to hear from you. We look forward to discussing how you can contribute to our team and help us achieve new heights!