Operations Supervisor – Serviced Apartments

Role Overview

The Operations Supervisor will coordinate the daily running of serviced apartments in Nyali, ensuring units are guest-ready, well maintained and supported by responsive service. The role leads on-site staff, manages reservations and guest issues, and oversees online pricing and availability to help protect occupancy and revenue.

Key Responsibilities

• Inspect apartments, shared areas, grounds, pools and security arrangements, and ensure any issues are addressed before guests arrive.
• Coordinate guest enquiries, arrivals, departures, key handovers and special requests; resolve complaints promptly and professionally.
• Guide housekeeping staff through the Head of Housekeeping, and oversee the caretaker and external technicians on cleaning, repairs and grounds maintenance.
• Run daily team briefings, monitor staff performance, and provide training on property procedures and service standards.
• Maintain accurate records of property assets, supplies, maintenance requests and repair progress.
• Manage availability, rates, promotions and reservations on platforms such as Airbnb, Booking.com and Expedia; prevent calendar conflicts and respond to guest reviews.
• Review competitor pricing and seasonal demand to inform room rates and occupancy decisions, and use social media to support visibility and direct bookings.
• Oversee guest charges, payments, reconciliations and invoices; track operating costs and assist with budgets, financial records and permit renewals.

Requirements & Qualifications

• Bachelor’s degree in Hospitality Management, Hotel Management, Tourism Management, Property Management, Business Administration or a related field.
• At least five years of progressively responsible operations experience in serviced apartments, boutique hotels or luxury rental properties.
• Experience supervising housekeeping, maintenance or guest-service teams, including staff coordination and performance support.
• Practical experience using OTA management portals such as Airbnb, Booking.com and Expedia, along with digital marketing channels.
• Familiarity with property management and reservation systems; experience with Tessa Hub is relevant.
• Strong organisation, leadership and problem-solving skills, with a professional approach to guest service and complaint resolution.
• Available for a full-time, on-site role in Nyali, including weekends, public holidays and occasional emergency call-outs.

What We Offer / Why Join

This full-time position offers the opportunity to oversee the day-to-day performance of luxury serviced apartments in Nyali, spanning guest experience, team leadership, property upkeep and booking operations.