Operations & Guest Experience Supervisor – Serviced Villas & Apartments

About the role

The newly opened serviced villas and apartments in Diani need a hands‑on Operations & Guest Experience Supervisor to ensure smooth daily operations and high guest satisfaction. You will establish procedures, coordinate housekeeping, manage bookings and maintain property standards.

Key responsibilities

• Oversee day‑to‑day operations of all villas and apartments, ensuring cleanliness, maintenance and readiness for guests.
• Coordinate and supervise housekeeping and operational support staff, creating cleaning and turnaround schedules.
• Manage reservations through the Property Management System (PMS) and online booking platforms, maintaining accurate calendars and records.
• Handle guest check‑ins, check‑outs, enquiries and requests, delivering a seamless experience from booking to departure.
• Monitor occupancy, cancellations and guest feedback, identifying gaps and implementing practical solutions.

Required profile

• Diploma or degree in Hospitality Management, Tourism, Business Administration or related field.
• Minimum 5 years of experience in hospitality operations, preferably in serviced apartments, villas or similar accommodation.
• Proven track record in reservations and booking management.
• Strong organisational, communication and problem‑solving abilities.
• Willingness to work flexible hours, including weekends and public holidays.

Required skills

• Proficiency with Property Management Systems (PMS).
• Experience using online booking platforms.
• Computer and digital literacy for reservation tracking and reporting.