Head of Operations

GuestReady is a leading short-term rental and hospitality services management company, operating in the UK, France, Portugal, Spain, and the UAE. Since our founding in 2016, we've aimed to revolutionize the short-term rental industry through innovative technology and a dedication to exceptional hospitality.

GuestReady is currently looking for Head of Operations. The Head of Operations is a senior leadership role with full ownership of end-to-end operations for a short-term rental portfolio. This role oversees Guest Experience, Field & Property Operations, Housekeeping, Maintenance, Quality Control, and Vendor Management, ensuring operational excellence, profitability, and scalability in a fast-paced Dubai market.

This position combines strategic leadership with a highly hands-on operating approach. The role requires spending  quality, informative time with teams at all levels, including field and on-ground teams, to deeply understand operational realities, coach teams, and continuously improve execution. The Head of Operations manages large, multi-layered teams, including multiple Operations Managers with direct reporting lines, and acts as the key operational partner to senior leadership.

The Head of Operations is ultimately accountable for service quality, SLA performance, cost control, guest satisfaction, and operational readiness across the portfolio.

Key Responsibilities:

1. End-to-End Operational Ownership

• Own all daily and strategic operations across Dubai, ensuring consistent service delivery to guests and property owners.

• Oversee Guest Experience, guest communications and end-to-end journey, Housekeeping, Maintenance, Field Operations, and Vendor Performance.

• Ensure seamless execution across all guest touchpoints: pre-arrival, check-in, in-stay, check-out, and post-stay.

• Maintain full operational readiness during peak seasons, high occupancy periods, and portfolio growth phases.

• Remain actively involved on the ground, regularly visiting properties, field teams, and operational hubs to ensure standards are met and challenges are addressed firsthand.

2. People Leadership, Coaching & Team Performance

• Lead, manage, and develop a large operations organization consisting of multiple Operations Managers, Team Leads, Supervisors, and frontline teams.

• Manage multiple managers directly reporting while ensuring strong alignment, communication, and accountability across layers.

• Spend meaningful, hands-on time with teams, including field staff, to understand challenges, coach in real scenarios, and drive operational excellence.

• Build a strong leadership pipeline through structured development, clear ownership, and performance accountability.

• Drive continuous training, upskilling, coaching, and mentorship for team members from direct reports to the broader operations and field teams.

• Ensure structured onboarding, regular performance reviews, and continuous feedback loops.

• Foster a culture of ownership, service excellence, discipline, and continuous improvement in a fast-paced environment.

3. Guest Experience & Service Excellence

• Oversee all guest communication channels (phone, email, WhatsApp, Airbnb, , etc.).

• Ensure professional handling of VIP guests, escalations, complaints, and claims.

• Maintain high guest satisfaction scores, fast response times, and effective issue resolution.

• Define and enforce clear escalation paths and accountability for all guest-related issues.

4. Field Operations, Quality & Housekeeping Oversight

• Oversee housekeeping operations, inspections, spot checks, onboarding/offboarding of units, and maintenance execution.

• Ensure strict adherence to SOPs, cleaning standards, quality benchmarks, and SLA compliance.

•  Work closely with on-ground teams to identify gaps, improve execution, and reinforce standards through direct engagement.

• Coordinate with community management entities (e.g., Emaar, Nakheel, Damac) for access, permits, and local processes.

• Ensure access cards, key management, and logistics are fully controlled, tracked, and documented.

5. Vendor & Cost Management

• Own relationships with third-party vendors (cleaning, maintenance, field support).

• Negotiate contracts, manage SLAs, and monitor vendor performance.

• Drive cost control, forecasting, and margin protection across all operational functions.

• Approve operational expenses, refunds, and compensations in line with company policies.

6. Operational Excellence, KPIs & Process Improvement

• Own and monitor operational KPIs including guest satisfaction, SLA adherence, response times, cost per stay, and margins.

• Use data and dashboards to identify trends, risks, and inefficiencies.

• Drive continuous improvement initiatives across operations by refining SOPs, workflows, and service standards to enhance service quality, efficiency, and overall performance, while adapting to Dubai-specific operational realities.

• Balance standardization with the flexibility required in a fast-moving UAE market.

7. Technology, Automation & Scalability

• Champion the use of property management systems, CRMs, task management tools, and automation solutions.

• Partner with Product, Tech, and Finance teams to enhance operational tooling and reporting.

• Reduce manual processes and improve scalability through smart process design and automation.

8. Stakeholder & Cross-Functional Collaboration

• Act as the primary operational point of contact for senior leadership in Dubai.

• Collaborate closely with Owner Success, Finance, HR, Product, Commercial, and Global Operations teams.

• Represent operations in strategic discussions, audits, and expansion initiatives, both locally and globally.

What We're Looking For:

• 7+ years of senior operations leadership experience in short-term rentals, hospitality, property management, facilities management, or service-driven environments.

• Proven experience managing large, multi-layered teams, including multiple managers directly reporting.

• Demonstrated success operating in fast-paced, high-growth environments with complex operational demands.

• Strong track record of scaling operations, improving service quality, and managing costs.

• Experience operating in Dubai or the UAE market is highly preferred

Skills & Competencies

• Strong business and financial acumen with confidence managing KPIs, budgets, and trade-offs.

• Excellent stakeholder management and communication skills; fluency in English required, with Arabic considered a strong advantage.

• Highly organized, data-driven, and solutions-oriented.

• Hands-on leader; who balances strategic thinking with deep operational involvement.

• Tech-savvy with a strong interest in automation and operational efficiency.

Other Requirements

•  Valid UAE Driver's License is a must.

• Ability to thrive in a fast-paced, high-pressure, and high-growth environment.

Why You'll Love Working with Us:

• Hybrid work flexibility

• Join a fast-growing company in the booming travel industry.

• Work in a dynamic, multicultural team.

• Opportunities for learning and career development.

• Comprehensive health insurance.

• Focus on wellbeing with supportive activities.

We're excited to hear from you and discover how you can contribute to our journey

Don't worry if you don't tick every box—if you're a 70% fit, we still encourage you to apply. Many skills can be learned through experience, and together we can bridge the gaps.

Diversity and Inclusion
At GuestReady, we celebrate diversity and are proud to be an equal-opportunity employer. Our global team thrives on mutual respect and inclusion, valuing unique talents and perspectives. We warmly welcome applicants from all backgrounds, regardless of race, gender, religion, sexual orientation, disability, age, or culture