Role Overview

• Guest Experience & Operations Manager oversees all physical operations of our short-let properties, ensuring every guest enjoys a five-star stay.
• This role manages the on-ground team — including housekeepers and maintenance staff — and ensures smooth check-ins, cleanliness, and property upkeep across multiple locations.

Key Responsibilities

• Supervise daily property operations, check-ins, and check-outs.
• Manage and schedule housekeepers and maintenance personnel.
• Conduct routine inspections to ensure each unit meets company cleanliness and comfort standards.
• Maintain inventory logs for linens, toiletries, and consumables.
• Handle guest complaints and resolve issues promptly for a seamless experience.
• Coordinate with the Digital Marketing & Bookings Strategist for upcoming guest arrivals or special requests.
• Ensure all facilities (Wi-Fi, AC, water, lighting, etc.) are functional before guest arrival.
• Monitor property security and report damages or repairs immediately.
• Track operational performance, occupancy rates, and review scores weekly.

Performance Metrics (KPIs)

• Guest satisfaction and review ratings
• Timeliness and cleanliness scores
• Property maintenance response time
• Cost and inventory efficiency.

Qualifications & Skills

• Bachelor’s Degree or HND in Hospitality, Estate Management, or a related discipline.
• 3+ years’ experience in hotel, serviced apartment, or short-let operations management.
• Strong leadership, communication, and problem-solving skills.
• Excellent guest relations and conflict resolution abilities.
• Hands-on attitude with strong attention to detail.
• Ability to travel between multiple properties or states.