Customer Service Supervisor – (Fujairah Operations)

Deluxe Holiday Homes is Dubai's leading vacation rental management firm, boasting a comprehensive suite of services that spans across vacation rentals, property management, real estate brokerage, and more. With a commitment to innovation, professionalism, and excellence, we manage over 800+ properties and employ a dedicated team of over 250+ professionals.

About the role:

The Operations Manager will oversee all aspects of holiday home operations in Fujairah, ensuring smooth onboarding, property readiness, guest satisfaction, and efficient coordination among departments. The role requires strong leadership, attention to detail, and the ability to manage people, processes, and properties to the highest standard.

Responsibilities:

Customer Service Supervision (Holiday Homes)

• Oversee all customer service interactions for Fujairah-based holiday home guests.

• Monitor and train staff to provide prompt, courteous, and helpful responses to guest inquiries.

• Ensure 24/7 responsiveness for escalations and urgent guest matters.

• Implement customer service SOPs aligned with company standards to enhance guest satisfaction.

• Track and report recurring guest issues and coordinate with relevant departments for resolution and improvement.

Onboarding & Coordination

• Supervise issuance and tracking of keys, access cards, and remotes.

• Delegate and monitor daily tasks to Fujairah staff as needed.

• Liaise with guests to ensure seamless check-in and onboarding experiences.

• Maintain accurate records and ensure timely updates in PMS, ClickUp, and project management tools.

• Manage multiple onboarding and operational tasks simultaneously, ensuring deadlines are met.

Operations & Facility Management

• Monitor schedules for all operational staff.

• Prioritize assignments based on bookings, emergencies, and guest movement.

• Oversee logistics and storage operations, including linens, inventory (via inflow or similar), and warehouse management.

• Monitor and manage the maintenance and use of company vehicles in Fujairah.

• Supervise staff accommodations and welfare, conducting monthly surprise inspections and reporting to HR.

• Manage office and accommodation needs, including contracts, utility payments, and renewals.

• Coordinate with facility management partners (e.g., APEX) for major maintenance tasks.

• Track inventory of landlord-owned items and lost & found articles.

• Procure essential supplies and minor property replacements as required.

• Ensure timely logging and reporting of all related expenses in designated systems.

• Confirm accurate completion of all tasks in PMS and ClickUp.

Guest Experience & Property Oversight

• Collaborate with Guest Relations to address and resolve guest concerns promptly.

• Supervise furnishing upgrades and regular refurbishment projects across properties.

• Conduct property inspections to ensure high standards and compliance.

• Ensure effective resolution of guest complaints and inquiries.

Team Management & HR Coordination

• Participate in the recruitment, onboarding, and training of operational staff.

• Offer ongoing support, training, and performance monitoring of team members.

• Conduct performance evaluations and enforce company policies.

• Foster a professional, efficient, and accountable work environment.

   

Process Optimization & Reporting

• Develop and refine SOPs and workflows to improve service quality and efficiency.

• Track project progress and operational costs, maintaining detailed reports.

• Analyze day-to-day operations and identify areas for improvement.

• Liaise with internal departments and external vendors for smooth collaboration.

• Prepare regular performance updates for senior management.

• Handle additional administrative or operational tasks as needed to support smooth functioning.

Benefits

• Competitive salary Package;

• Medical Insurance Plan;

• Air Ticket Allowance;

• Comprehensive training and support;

• A dynamic and supportive working environment;

• A great working environment;

Requirements

• Bachelor’s degree in Business, Hospitality, or a related field.

• Minimum 5 years of experience in customer service, operations or facility management, preferably in hospitality or property management.

• Strong organizational and time-management skills.

• Excellent communication and leadership abilities.

• Proficiency in project management and property management tools (e.g., ClickUp, PMS, inflow).

• Ability to work under pressure and manage multiple priorities.

If you are a proactive, customer-focused professional with a passion for Holiday Homes, we want to hear from you. Join Deluxe Holiday Homes and play a key role in delivering exceptional vacation experiences for our clients.