Operations & Guest Experience Supervisor – Serviced Villas & Apartments

Role Overview

The Operations & Guest Experience Supervisor will oversee the daily running of a newly opened villa and apartment property in Diani, coordinating reservations, housekeeping, maintenance and guest services. By bringing consistent processes to a growing operation and resolving issues quickly, the supervisor will help keep accommodation guest-ready and deliver a reliable stay from arrival through departure.

Key Responsibilities

• Develop and refine operating procedures, cleaning turnaround plans and service standards as the property establishes its routine.
• Coordinate support staff, housekeeping teams and maintenance contractors, assigning work and following up on completion.
• Check that villas and apartments are ready for occupancy, with appropriate supplies, amenities and accurate inventory records.
• Maintain preventive maintenance records and arrange prompt follow-up on property faults.
• Manage bookings, availability, guest changes and occupancy information using property management systems and online travel agency platforms.
• Keep online listings current, including rates, photographs, descriptions and availability.
• Organise guest arrivals, check-ins, requests and departures, responding professionally to questions and service concerns.
• Review booking activity, cancellations and guest feedback, sharing operational trends and suggested improvements with management.

Requirements & Qualifications

• At least five years of progressive experience in hospitality operations, ideally in hotels, holiday homes, serviced apartments or villa accommodation.
• A diploma or bachelor’s degree in Hospitality Management, Tourism Management, Business Administration or a related discipline.
• Practical experience using property management systems, online booking platforms and digital communication tools.
• Experience coordinating housekeeping schedules, supervising operational teams and establishing effective work processes.
• A practical, independent approach to resolving maintenance concerns and meeting guest needs.
• Strong communication and interpersonal skills, with confidence in guest-facing situations.
• Availability for full-time, on-site work in Diani, including flexible hours, weekends and public holidays when required.

What We Offer / Why Join

This is an opportunity to help shape operating routines at a newly launched serviced accommodation property, with responsibility across both the guest experience and the systems that support day-to-day property readiness.