Head of Operations – Dubai Holiday Homes

Head of Operations – Dubai Holiday Homes

Location: Dubai, UAE
Employment Type: Full-Time
Industry: Holiday Homes / Short-Term Rentals

We are looking for an experienced Head of Operations to take full responsibility for the day-to-day operations of our Dubai holiday-home business.

This is a senior, hands-on operational role for someone who has already worked in Dubai's holiday-home industry and understands what it takes to run a short-term rental portfolio in practice.

We are not looking for a VA, assistant, coordinator or someone who simply follows instructions.

We are looking for someone who can take over the operational function, manage the people and resources available to them, make decisions independently, solve problems and continuously improve the way the business operates.

The ideal candidate should be able to take the operation and say:

"I'll handle it."

About the Role

You will be responsible for the complete operational side of the business.

This means overseeing everything required to keep our properties running smoothly and ensuring that guests receive a good experience.

You will work with our existing on-ground team, cleaners, technicians, managers and vendors, but you will also be expected to build additional resources whenever required.

You will have the authority to make routine operational decisions and will be expected to use good judgment rather than waiting for approval for every small matter.

The owner should not have to become involved in routine operational problems.

If something needs to be done, you are expected to make sure it gets done.

Your Responsibilities
1. Overall Operations

You will have overall responsibility for the operational performance of the portfolio.

This includes:

Managing the day-to-day operation of all properties
Making sure properties are ready for every check-in
Managing check-outs and turnovers
Coordinating cleaners and maintenance
Managing the on-ground team
Monitoring operational issues across properties
Following up on outstanding tasks
Handling urgent situations
Managing vendors and contractors
Ensuring operational standards are maintained
Identifying problems before they become major issues
Improving operational processes and procedures

You should have a clear understanding at any given time of:

What needs to be done, who is doing it, when it will be completed and whether it has actually been completed properly.

2. Housekeeping & Cleaning

You will take responsibility for the housekeeping operation.

This includes:

Scheduling cleaners according to check-ins and check-outs
Ensuring every property is cleaned on time
Checking cleaning quality
Handling cleaning complaints
Organizing deep cleaning
Managing cleaner performance
Building a reliable pool of backup cleaners
Managing linen and towel requirements
Coordinating laundry
Ensuring cleaning supplies are available
Conducting quality-control checks
Replacing cleaners who consistently underperform

If we suddenly have more bookings and don't have enough cleaners, you are expected to solve the problem.

For example, you may need to:

Search Dubai cleaning groups on Facebook
Contact individual cleaners
Speak to cleaning companies
Interview or screen cleaners
Negotiate rates
Arrange trial cleanings
Build a backup pool

You should not simply tell management:

"We don't have enough cleaners."

You should come back with:

"I've found three additional cleaners and arranged their trial shifts."

3. Maintenance & Repairs

You will oversee the entire maintenance function.

This includes:

AC issues
Plumbing
Electrical problems
Appliances
TVs and electronics
Internet/Wi-Fi issues
Furniture
Locks and access systems
Painting
General handyman work
Emergency repairs
Preventive maintenance

We have in-house technical resources, but you are not limited to them.

If our technician cannot solve a problem, you are expected to find someone who can.

For example, if an in-house technician cannot repair a television:

You should be able to identify the problem, search for suitable Dubai vendors, contact them, compare availability and pricing, arrange the repair and follow up until the issue is resolved.

The same applies to any other specialist service.

If we don't currently have a suitable vendor, you find one.

4. Building & Managing Vendors

A strong Operations Head should continuously build a reliable network of vendors.

You will be expected to develop relationships with vendors for services such as:

AC specialists
Plumbers
Electricians
TV/electronics repair
Appliance repair
Locksmiths
Pest control
Painters
Handymen
Furniture repair
Cleaning companies
Laundry companies
Emergency contractors
Other specialist services

You can source vendors through:

Google

Facebook groups
Local business networks
Recommendations
Existing contacts
Vendor referrals
Other suitable channels

You should also maintain information about reliable vendors, pricing, response times and quality.

If a vendor repeatedly performs poorly, replace them.

5. Guest Support & Escalations

You will not be expected to personally answer every routine guest message.

However, when a guest has a serious or complicated operational issue, you are expected to take ownership.

This may involve calling the guest directly.

Examples include:

Guest cannot access the property
AC has stopped working
Property has a serious maintenance problem
Cleaning was not completed properly
Guest is missing an essential item
Guest has an urgent complaint
A technician needs to be sent immediately
A problem is not being resolved by the normal team

You should be comfortable speaking directly with guests, understanding the problem, coordinating the appropriate resources and following the issue through to resolution.

The objective is not simply to respond to the guest.

The objective is to solve the problem.

6. On-Ground Team Management

You will manage and coordinate the operational resources available to the business.

This may include:

Cleaners
Technicians
Property managers
Inspectors
Maintenance staff
Laundry resources
External contractors
Other support staff

You will be responsible for d ---------- how resources are deployed.

For example:

A property has a maintenance issue at 12 PM and another property has a turnover at 1 PM.

You should be able to assess the situation, d ---------- which resource should go where, arrange the required support and make sure both issues are handled.

You should not need management to coordinate every operational movement.

7. Procurement & Operational Purchases

You will be responsible for ensuring the business has the supplies and equipment it needs.

This can include:

Cleaning supplies
Towels
Bed linen
Toiletries
Kitchen supplies
Maintenance materials
Replacement items
Small appliances
Property consumables
Other operational requirements

You will have access to company resources for legitimate operational purchases, subject to company policies and accounting procedures.

If you notice that stock is running low, you should order it before it becomes an emergency.

We want someone who thinks ahead rather than waiting until something is completely finished.

8. Property Inspections & Quality Control

You will be responsible for maintaining standards across the portfolio.

This includes ensuring:

Properties are properly cleaned
Furniture is in good condition
Appliances are working
AC is functioning properly
Bathrooms and kitchens are maintained
Linen is available and in good condition
Consumables are stocked
Maintenance issues are identified
Properties are ready before guest arrival

You should establish proper inspection and quality-control procedures rather than relying entirely on guest complaints to discover problems.

9. Preventive Maintenance

We don't want an operation where we only repair things after guests complain.

You will be expected to identify recurring problems and introduce preventive measures.

For example:

If an AC repeatedly develops an issue, you should investigate why.

If the same appliance repeatedly fails, you should determine whether it needs replacement.

If a particular property consistently has plumbing issues, you should investigate the underlying cause.

The goal is to reduce recurring problems and emergency call-outs.

10. Recruitment & Building the Team

As the business grows, you will be responsible for identifying operational staffing requirements.

If we need more:

Cleaners
Technicians
Handymen
Inspectors
Property staff
Other operational resources

you should be capable of finding and screening suitable people.

You may use Facebook groups, referrals, recruitment platforms, agencies, local networks and other appropriate channels.

You will also be expected to identify underperforming staff and make recommendations regarding replacement, training or restructuring.

11. SOPs & Operational Systems

You will be expected to improve the way the company operates.

This includes developing and maintaining SOPs for areas such as:

Check-in preparation
Check-out procedures
Cleaning
Inspections
Maintenance
Emergency situations
Guest complaints
Inventory
Laundry
Vendor management
Staff responsibilities
Property readiness

If a process repeatedly creates problems, you should identify the reason and improve the process.

The Type of Person We Want

We are looking for someone who is:

Proactive
Independent
Practical
Decisive
Resourceful
Organized
Comfortable managing people
Comfortable dealing with vendors
Comfortable speaking with guests
Good under pressure
Good at prioritizing
Strong at follow-up
Comfortable making decisions
Focused on solving problems

Most importantly, you must take ownership.

If you don't know how to solve something, you find someone who does.

If we don't have a vendor, you find one.

If we don't have enough cleaners, you recruit them.

If the existing technician cannot solve the issue, you find a specialist.

If a guest has a problem, you make sure it gets resolved.

Mandatory Exp