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.  ResponsibilitiesDesign, 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.Qualifications7–10+ 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.