Operations Manager - Luxury Holiday Homes

About Farwell & Gervase

Farwell & Gervase operates over 70 high-end short-term rental properties throughout Dubai’s premier waterfront and city locations, with plans to expand beyond 100 units by the end of 2026. The company seeks an Operations/General Manager to develop and implement comprehensive SOPs, training programs, and performance management systems that will support growth while maintaining service excellence.

Key Responsibilities

• Create, document, and continuously revise standard operating procedures across all operational activities.
• Direct the daily operations of the reservations team to achieve monthly booking goals and revenue targets.
• Ensure seamless daily property management including housekeeping quality, maintenance turnaround, guest engagement, and adherence to safety policies.
• Collaborate with property owners and maintenance teams to maintain property standards and swiftly address guest feedback and concerns.
• Negotiate contracts and manage relationships with service providers, vendors, and contractors to balance cost efficiency with high-quality service delivery.
• Develop and implement training programs that align all team members with company standards.
• Design and monitor KPIs for reservations, operations, guest services, and housekeeping/maintenance, establishing regular reporting intervals.
• Create incentive schemes linked to KPIs that effectively influence and enhance staff performance.
• Oversee recruitment to build effective operational teams.
• Promote a positive culture focused on customer satisfaction and performance excellence.
• Lead the adoption of standardized operational systems to support scalable growth.
• Ensure compliance with Dubai Tourism and Commerce Marketing (DTCM) regulations, licensing requirements, and health and safety standards across the property portfolio.
• Regularly analyze guest feedback and operational data to refine SOPs and maintain market-leading service standards.

Candidate Qualifications

• 7 to 10+ years’ experience in operations or general management roles within holiday homes, short-term rentals, or hospitality sectors, with direct involvement in creating SOPs and training frameworks from inception.
• Demonstrated success designing KPI systems and incentive mechanisms that tangibly improve employee behavior and performance.
• Experience leading reservation teams to meet monthly targets and revenue forecasts.
• Proven ability in hiring, developing, and managing operational staff.
• Strong leadership and personnel management skills.
• Financial acumen including budgeting oversight and cost management.
• Familiarity with DTCM regulations, the Dubai holiday homes market, and experience with property management software such as Hostaway preferred.
• Problem-solving orientation, keen attention to detail, and aptitude for thriving in fast-paced and expanding settings.
• Sound judgment, initiative, and a proactive approach.