Operations & Guest Experience Supervisor – Serviced Villas & Apartments

Key responsibilities

• Oversee the day-to-day operations of the villas and apartments.
• Support the establishment of efficient operational procedures and service standards as the property begins operations.
• Coordinate and supervise cleaners and other operational support staff.
• Develop and maintain cleaning, turnaround and unit-readiness schedules.
• Ensure all villas and apartments are clean, well-maintained, properly stocked and ready for guests.
• Coordinate guest check-ins, check-outs and related arrangements.
• Manage reservations through the Property Management System (PMS) and online booking platforms.
• Set up and maintain accurate booking calendars, availability and reservation records.
• Monitor bookings, occupancy, cancellations and guest requests.
• Coordinate closely with cleaners to ensure timely preparation of units between stays.
• Respond to guest enquiries and ensure a smooth guest experience from booking through check-out.
• Monitor the condition of the properties and coordinate maintenance requirements.
• Liaise with maintenance teams and external service providers where necessary.
• Ensure property information, rates, availability, photographs and descriptions are accurately maintained across online booking platforms.
• Establish practical systems for tracking bookings, cleaning, maintenance and guest requirements.
• Identify operational gaps and implement practical solutions.
• Monitor guest feedback and identify opportunities to improve service delivery.
• Ensure consistent hospitality standards across all villas and apartments.
• Provide regular updates to management on occupancy, operational issues and guest experience.

Candidate requirements

• Diploma or degree in Hospitality Management, Tourism, Business Administration or a related field.
• At least 5 years’ experience in hospitality operations, preferably in hotels, villas, serviced apartments, holiday homes or similar accommodation.
• Proven experience in reservations and booking management.
• Familiarity with PMS/property management systems and online booking platforms.
• Experience coordinating housekeeping or cleaning teams.
• Strong understanding of guest service and hospitality operations.
• Good computer and digital skills.
• Excellent communication and interpersonal skills.
• Strong organisational and coordination abilities.
• Ability to establish systems and processes in a newly operational environment.
• Highly proactive, hands-on and solution-oriented.
• Ability to work independently while being a strong team player.
• Willingness to work flexible hours, including weekends and public holidays when required.

Required skills