Operations Manager - Luxury Holiday Homes

Farwell & Gervase manages 70+ premium short-term rental units across Dubai's top waterfront and city addresses, scaling to 100+ by end of 2026. We're hiring an Operations/General Manager to build the SOPs, training, and performance systems that let us scale without losing quality.

Responsibilities

• Design, document, and continuously improve SOPs across every operational function.
• Manage the reservations team day-to-day, ensuring monthly booking targets and revenue forecasts are hit.
• Oversee the smooth day-to-day running of all properties: housekeeping standards, maintenance turnaround, guest relations, and safety protocols.
• Work closely with property owners and the maintenance team on the upkeep of the portfolio, resolving guest feedback and issues swiftly.
• Negotiate and manage relationships with service providers, vendors, and contractors for cost-effectiveness and quality.
• Build and roll out staff training programs so every team member operates to the same standard.
• Design KPI trackers across reservations, ops, guest services, and housekeeping/maintenance, and set the reporting cadence to monitor them.
• Build incentive structures tied to those KPIs that genuinely move staff behavior, not just dashboards nobody looks at.
• Own hiring for your teams.
• Foster a positive, customer-focused, performance-driven culture across the team.
• Drive adoption of our systems to standardize and scale operations as the portfolio grows.
• Ensure full compliance with DTCM regulations, licensing, and health and safety standards across the portfolio.
• Regularly review guest feedback and operational data to adapt SOPs and stay ahead of service standards in the market.

Qualifications

• 7–10+ years in operations/GM roles within holiday homes, short-term rentals, or hospitality, ideally with direct experience building SOPs and training frameworks from scratch.
• Proven track record designing KPI systems and incentive structures that changed staff behavior, not just measured it.
• Experience managing a reservations function against monthly targets and forecasts.
• Hands-on experience hiring and building out operational teams.
• Strong leadership and people management ability.
• Financial management proficiency, including budgeting and cost control.
• Working knowledge of DTCM regulations and Dubai's holiday homes market;
• Hostaway or similar PMS experience a plus.
• Problem-solving mindset, high attention to detail, and ability to thrive in a fast-paced, scaling environment.
• Common sense, initiative, and a proactive mindset.