Operations & Guest Experience Supervisor

Role Overview

The Operations & Guest Experience Supervisor will coordinate the daily running of a newly opened collection of serviced villas and apartments in Diani, from housekeeping and unit readiness to reservations and guest support. By establishing consistent procedures and resolving service issues promptly, this person will help keep stays smooth, properties well maintained, and accommodation standards reliable.

Key Responsibilities

• Coordinate daily property operations and guest services across the villas and apartments.
• Develop and maintain procedures for cleaning schedules, deep cleans, unit inspections, and guest turnover.
• Supervise housekeeping and support staff, checking that accommodation is clean, stocked, and ready for arrival.
• Inspect units and shared facilities, record maintenance issues, and arrange repairs with technicians or external contractors.
• Manage reservations, availability, booking records, and guest preferences through property management and booking systems.
• Keep rates, descriptions, photographs, and availability accurate across online travel agencies and direct booking channels.
• Coordinate arrivals and departures, respond to guest questions and requests, and follow up on feedback or service problems.
• Schedule and guide the operations team, maintain records for inventory, expenses, guest logistics, and maintenance, and report on occupancy, readiness, and guest feedback.

Requirements & Qualifications

• Diploma or bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.
• At least five years of practical experience in hospitality operations, ideally in serviced apartments, luxury holiday rentals, boutique resorts, or hotels.
• Hands-on ability with property management systems, channel managers, and major online travel agency booking platforms.
• Experience organising housekeeping and administrative processes, including in a newly opened or growing accommodation operation.
• Strong communication and guest-service skills, with sound judgement in handling requests, complaints, and operational problems.
• Willingness to work on site in Diani, including shifts, weekends, evenings, and public holidays when required.

What We Offer / Why Join

This full-time, on-site role offers the opportunity to shape operating routines and guest-service standards for a newly opened serviced accommodation property in Diani. The stated monthly remuneration is KSh 100,000–KSh 120,000.