Customer Service Supervisor – - Fujairah City - Deluxe Holiday Homes

    Deluxe Holiday Homes
    Deluxe Holiday Homes Fujairah City

    1 week ago

    Description

    Deluxe Holiday Homes

    A leading vacation rental management firm in Dubai, offering a comprehensive suite of services including vacation rentals, property management, and real estate brokerage.

    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.

    Responsibilities :

    Customer Service Supervision (Holiday Homes)

    Oversee all customer service interactions for Fujairah-based holiday home guests, monitoring and training staff to provide prompt, courteous, and helpful responses to guest inquiries.

    Ensure 24/7 responsiveness for escalations and urgent guest matters, implementing 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, delegating and monitoring daily tasks to Fujairah staff as needed.

    Liaise with guests to ensure seamless check-in and onboarding experiences, maintaining accurate records and ensuring timely updates in PMS, ClickUp, and project management tools.

    Operations & Facility Management

    Monitor schedules for all operational staff, prioritizing assignments based on bookings, emergencies, and guest movement.

    Oversee logistics and storage operations, including linens, inventory, and warehouse management, managing multiple onboarding and operational tasks simultaneously.

    Manage office and accommodation needs, including contracts, utility payments, and renewals, coordinating with facility management partners for major maintenance tasks.

    Guest Experience & Property Oversight

    Collaborate with Guest Relations to address and resolve guest concerns promptly, supervising furnishing upgrades and regular refurbishment projects across properties.

    Conduct property inspections to ensure high standards and compliance, ensuring effective resolution of guest complaints and inquiries.

    Team Management & HR Coordination

    Participate in the recruitment, onboarding, and training of operational staff, offering ongoing support, training, and performance monitoring of team members.

    Conduct performance evaluations and enforce company policies, fostering a professional, efficient, and accountable work environment.

    Process Optimization & Reporting

    Develop and refine SOPs and workflows to improve service quality and efficiency, tracking project progress and operational costs, maintaining detailed reports.

    Prepare regular performance updates for senior management, handling additional administrative or operational tasks as needed to support smooth functioning.

    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, and proficiency in project management and property management tools.

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