Джебель Али, Джабаль Али 1, Ibn Battuta Gate
Join StoneTree Holding as a Customer Service & Operations Manager!
About Us: StoneTree Holiday Homes is one of Dubai's largest and most innovative property management companies, providing exceptional service for over 8 years. Managing more than 350 properties across 28 vibrant neighborhoods in Dubai, we’re on a mission to redefine the guest experience in the luxury rental market.
As we continue to grow, we’re looking for an inspiring Customer Service & Operations Manager to join our dynamic team. This is your chance to shape unforgettable experiences for our guests while optimizing the operational processes that make everything run smoothly.
What You'll Do:
Guest Experience Excellence
- Ensure every guest receives a seamless experience from check-in to check-out.
- Oversee the smooth functioning of booking systems and apartment preparations.
- Guarantee apartment readiness, from cleanliness to amenities, to make guests feel at home the moment they arrive.
- Build relationships with guests and provide personalized service, addressing requests and resolving issues promptly.
Quality Assurance & Service Standards
- Lead the implementation of high service standards across all guest touchpoints.
- Coordinate with cleaning, maintenance, and concierge teams to ensure the highest quality of service and immediate resolution of any concerns.
- Audit apartment conditions regularly, ensuring everything is always top-notch.
Operational Leadership
- Manage and inspire a team of coordinators, support staff, and concierges.
- Streamline internal processes to maximize efficiency and reduce response times.
- Keep meticulous records of guest interactions, feedback, and service outcomes.
Feedback & Continuous Improvement
- Monitor guest reviews across platforms and social media, responding to feedback to enhance our reputation.
- Analyze negative feedback, identify root causes, and implement solutions to improve service and avoid recurrence.
Additional Responsibilities
- Lead by example, making critical decisions to ensure operations run smoothly.
- Manage budgets and control costs related to guest services and apartment maintenance.
- Own the KPIs for guest satisfaction, response times, repeat bookings, and minimizing operational issues during stays.
What We Expect From You:
- Proven experience in customer service and operations management, ideally in the hospitality or property management sectors.
- Excellent leadership skills, with the ability to manage, motivate, and train a diverse team.
- A passion for delivering exceptional customer experiences and problem-solving on the go.
- Strong organizational skills, with the ability to manage multiple tasks and optimize workflows.
- Fluent in English; knowledge of additional languages is a plus.
What You'll Get Working With Us:
- Leadership Opportunity: Take ownership of a crucial department within a fast-growing company.
- Personalized Growth: Develop your skills and career in a company that values continuous learning and improvement.
- Competitive Salary: Enjoy a salary that reflects your expertise, plus performance-based bonuses.
- Flexibility: Work in an environment that values work-life balance and offers opportunities for growth.
- A Vibrant Team: Join a diverse, ambitious, and driven team that celebrates success together.
- Health Insurance & Benefits: We care about your wellbeing and offer comprehensive health coverage.
At StoneTree Holiday Homes, we believe in empowering individuals to make an impact. If you're ready to take on exciting challenges, lead a high-performing team, and contribute to an innovative company culture, we’d love to hear from you!
Ready to join our team? Apply now and help us create unforgettable guest experiences in the heart of Dubai!
