Operations Manager - Holiday Homes

About the Job

Luxury Short-Term Living

At Bespoke Residences and Holiday Homes , we redefine the art of short-term living in Dubai through personalized hospitality, exceptional property care, and curated guest experiences. Our mission is to deliver a 5-star standard across every stay — ensuring comfort, consistency, and excellence that keeps our guests returning time and again.

As we continue to expand, we are seeking a dynamic Operations Manager to lead our growing portfolio and ensure every guest experience reflects the Bespoke promise of excellence.

The Role: Operations Manager

The Operations Manager plays a pivotal role in ensuring smooth daily operations across all Bespoke departments — Guest Relations, Housekeeping, Engineering and Logistics — maintaining the highest service, quality, and compliance standards in line with the company’s values and UAE holiday home regulations.

This role is both strategic and hands-on, driving efficiency, operational excellence, and team accountability to ensure each property consistently delivers a luxury home-away-from-home experience.

Key Responsibilities

• Oversee and coordinate day-to-day operations across all functional teams to ensure properties are fully prepared, guests are delighted, and brand standards are consistently met.
• Lead the Guest Relations team while supervising the Heads of Housekeeping, Maintenance, and Logistics to ensure seamless collaboration and “One Team” synergy.
• Champion a culture of accountability, communication, and service excellence across all departments.
• Manage and resolve guest escalations professionally, ensuring every service recovery leaves a positive impression.
• Implement and control the glitch management process to guarantee prompt resolution of all guest and operational concerns.
• Conduct regular and surprise property inspections to ensure readiness, cleanliness, and compliance with Bespoke’s 5-star quality benchmarks.
• Maintain, review, and enhance Standard Operating Procedures (SOPs) for all departments, ensuring operational consistency and compliance with DTCM and Sakani requirements.
• Collaborate with the HR and Training teams to ensure all operational staff are trained in updated checklists, inspection templates, and SOP materials.
• Drive continuous process improvement through new technology, vendor performance assessments, and workflow optimization (e.g., HostAway, Breezeway, Monday.com).
• Monitor key performance indicators (KPIs), guest reviews, and departmental reports to identify trends and improvement opportunities.
• Review and approve vendor quotations, purchase requests, and payments in coordination with the Finance Department.
• Track operational budgets and expenses, ensuring effective cost control and resource allocation.
• Support the Leadership Team in strategic planning, forecasting, and scaling operational capabilities as the portfolio grows.

Skills & Qualifications

• Minimum of 3 years’ managerial experience in Guest Relations, Front Office, or Operations within a luxury holiday home company or 5-star hotel in the UAE .
• Proven leadership and people-management skills with the ability to inspire, train, and lead diverse teams.
• Strong communication and interpersonal abilities with a guest-first approach and calm handling of escalations.
• Thorough understanding of property operations, housekeeping standards, and maintenance workflows.
• Working knowledge of HostAway , Breezeway , or similar property management platforms is a strong advantage.
• Familiarity with DTCM and Sakani systems for guest registration and compliance is preferred.
• Valid UAE driving license required.
• Organized, detail-oriented, and capable of multitasking in a fast-paced environment.
• Hands-on, proactive problem-solver with strong decision-making skills.