Operations Supervisor – Serviced Apartments

About the role

The Operations Supervisor will be responsible for overseeing the day‑to‑day operations of the serviced apartments, ensuring efficient service delivery, effective staff supervision, high housekeeping and property standards, proper management of reservations, and optimal occupancy and revenue performance. The role also includes maintaining the property’s online presence, managing online bookings, and ensuring guest‑service standards are consistently met.

Key responsibilities

• Oversee daily operations of the apartments, ensuring all departments function smoothly.
• Supervise housekeeping through the Head of Housekeeping to maintain high cleanliness standards.
• Supervise the caretaker to ensure tasks are performed as required.
• Conduct daily operational briefings with supervisors.
• Inspect apartments, common areas, grounds, and security systems regularly.
• Address guest complaints, requests, and special requirements promptly.
• Conduct performance reviews, training, and ensure SOP compliance.
• Oversee guest communication, check‑in, key handover, and checkout procedures.
• Ensure apartments, grounds, and services consistently meet high guest‑satisfaction standards.
• Manage apartment availability, pricing, and inventory across OTA platforms (Airbnb, Booking.com, Expedia) and social media accounts.
• Monitor market trends, competitor pricing, and demand patterns; adjust rates to maximize revenue and occupancy in collaboration with management.
• Minimize cancellations and double bookings.
• Prepare occupancy, revenue, and performance reports for management.
• Monitor online reviews and respond professionally to enhance reputation.
• Ensure accurate posting of charges, payment reconciliation, invoicing, and financial documentation.
• Support budgeting, forecasting, and operational cost control.
• Ensure proper use of Property Management Systems (Tessa Hub), reservation calendars, and digital marketing tools.
• Maintain accurate apartment inventory, maintenance logs, and asset registers.
• Ensure compliance with safety, operational, and regulatory standards.
• Ensure all operational licenses are renewed on time.
• Perform any other duty that may be assigned from time to time.

Required profile

• Bachelor’s degree in Hospitality Management, Hotel Management, Tourism Management, Property Management, Business Administration, or a related field.
• Minimum of 5 years’ relevant experience in tourism, hospitality, serviced apartments, hotels, or related property operations.
• Proven experience in operational and staff supervision.
• Strong practical knowledge of OTA platforms such as Airbnb, Booking.com, and Expedia.
• Experience managing social media accounts and online bookings.
• Experience using Property Management Systems and reservation management tools (preferred).

Required skills

• Airbnb, Booking.com, Expedia platforms
• Property Management System (Tessa Hub)
• Digital marketing tools for online bookings
• Reservation management tools