Operations Supervisor – Serviced Apartments

Role Overview

Based in Nyali, the Operations Supervisor coordinates the daily running of serviced apartments, guiding housekeeping and caretaking staff while ensuring each property is clean, safe, maintained and ready for guests. The role also manages online reservations, rates and guest communications, helping the business deliver a dependable stay while making effective use of its booking channels and apartment inventory.

Key Responsibilities

• Coordinate daily apartment operations and supervise housekeeping and caretaker teams to maintain service, cleanliness and readiness standards.
• Hold team briefings and inspect apartments, shared areas, grounds and security arrangements; check property assets and report maintenance needs.
• Respond to guest questions, requests and complaints, and coordinate check-ins, key handovers and departures.
• Manage availability, inventory and pricing across Airbnb, Booking.com, Expedia and relevant social media channels.
• Track local demand and competing rates, updating prices and reservations to support occupancy and reduce booking conflicts or cancellations.
• Monitor online guest messages and reviews, and respond in a timely, professional manner.
• Prepare reports on occupancy, revenue and operational performance for management.
• Check invoices, bills and payment reconciliations; maintain financial and maintenance records, support cost control and budgeting, and monitor safety and licensing requirements.

Requirements & Qualifications

• Bachelor’s degree in Hospitality Management, Hotel Management, Tourism Management, Property Management, Business Administration or a related discipline.
• At least five years of practical experience in hotel, serviced-apartment, holiday-home or property operations.
• Hands-on experience with online travel agency platforms, including Airbnb, Booking.com and Expedia, and property management software; familiarity with Tessa Hub is relevant.
• Experience managing social media accounts, online calendars and digital marketing tools.
• Strong staff leadership, organisation and multitasking skills, supported by sound judgement and integrity.
• Clear communication and guest-service skills, including the ability to resolve conflicts professionally.
• Confidence working with occupancy and revenue information, market trends and operational records.
• Availability for a full-time, on-site role in Nyali, with a flexible schedule that includes weekends, holidays and operational emergencies.