Operations Manager Hospitality

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.

The Role: Operations Manager

The Operations Manager ensures seamless day-to-day performance across all SmartStay departments — Guest Relations, Housekeeping, Engineering, Warehouse, and Logistics — maintaining the highest standards of service and compliance in line with SmartStay’s brand promise and UAE holiday home regulations. This role drives operational efficiency, guest satisfaction, and team accountability through structured systems, proactive leadership, and process excellence.

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 Trainual 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.
  
  

• 3–5 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 is a plus
• Familiarity with Sakani and DTCM guest registration portals is a plus
• A valid UAE driving license is required.
• 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.