Guest relations · Hospitality and property operations · Team leadership
Prince Chakusa
Guest Relations Supervisor, The Authors Holiday Homes · Software developer
Profile
Operations leadership grounded in frontline experience.
Guest Relations Supervisor in Abu Dhabi, UAE, with experience in UAE holiday homes from guest check-in through team and portfolio leadership. I have been responsible for more than 350 units, led teams of up to 12 people, kept a portfolio DTCM compliant and improved guest review scores by 25%. I also develop software, including PaMarket, to solve operational problems at the source.
01
Experience
Apr 2026 to now
CurrentGuest Relations Supervisor
The Authors Holiday Homes · Abu Dhabi, UAE
- Supervise the guest relations team, ensuring every guest is looked after from arrival to departure.
- Handle escalated guest issues and coach the team to resolve problems at first contact.
- Improved the company's operating systems, giving the team clearer tools and processes.
- Strengthened team management, so service standards hold on every shift.
Jan 2026 to Mar 2026
Guest Experience Lead
Luxury Homevy Vacation Homes · Dubai, UAE
- Led guest experience operations across a 40-property short-term rental portfolio with a team of 5.
- Managed guest communication across Hostaway and WhatsApp, maintaining daily SLA and SOP compliance.
- Analysed more than 200 guest reviews to identify recurring issues and what guests value most.
- Built SLA and SOP compliance tracking to monitor response and resolution times across the portfolio.
Nov 2024 to Dec 2025
Customer Care Agent, promoted to Team Leader of Property Operations
Stonetree Vacation Homes · Dubai, UAE
- Promoted from Customer Care Agent to Team Leader of Property Operations.
- Directed day-to-day operations for more than 350 short-term rental units, ensuring guest satisfaction and operational efficiency.
- Led a cross-functional team of 12 across concierge, maintenance and housekeeping.
- Ensured full DTCM compliance across property listings, permits and regulatory documentation.
- Standardised operating procedures across all units, reducing annual operational costs by 15%.
- Managed vendor contracts and service level agreements, and prepared performance reports for management.
Jan 2023 to Oct 2024
Guest Relations Officer
Daniels Holiday Homes · Dubai, UAE
- Delivered guest check-in and front desk support, looking after guests throughout their stay.
- Conducted service audits based on guest surveys to guide operational improvements.
- Optimised check-in and check-out processes, improving guest review scores by 25%.
- Implemented a CSAT and NPS feedback system, improving guest satisfaction by 20%.
- Integrated digital concierge tools, reducing front desk workload by 40%.
- Mentored new team members, reducing onboarding time by 20%.
02
Projects
PaMarket
PaMarket is an online marketplace that I designed and built for Zimbabwe. People use it to buy and sell, find work, rent or buy cars, and discover verified businesses, on the web and in the iPhone and Android apps.
Role: product design and software development. Built with: React Native, Expo and TypeScript (apps); a JavaScript progressive web app (website); Supabase and PostgreSQL (backend); Firebase (notifications).
pamarketzw.com ↗FixHub
A maintenance ticketing system for property managers. A manager can log a job, assign it and track it until it is fixed. I built it because maintenance requests were getting lost in group chats.
03
Skills
Operations
Guest relations · Check-in and guest support · Team leadership and coaching · DTCM compliance · SOPs · Vendor SLAs · Reporting · Review analysis
Platforms
Hostaway · Airbnb · Booking.com · WhatsApp · Bitrix24 · Slack · Notion · Microsoft 365 · Digital concierge tools
Technology
Software development · TypeScript · JavaScript · React Native and Expo · Next.js and React · HTML and CSS · Supabase and PostgreSQL · IT support (CompTIA A+ Core 1)
04
Education & certifications
Associate of Science in Computer Science
University of the People
Completed 2026
Programming, systems and software development.
Business Management Diploma
Lyceum College, South Africa
Completed
Planning, organising people and running operations.
CompTIA A+ Core 1
CompTIA
Completed
IT support: hardware, software, networks and troubleshooting.
Bachelor of Business Administration
In progress
Leadership, finance, strategy and management.
AML-CFT Certificate
In progress
Anti-money laundering and countering the financing of terrorism: professional development, currently in progress.
05
Professional development
AML-CFT Certificate (in progress)
Anti-money laundering (AML) and countering the financing of terrorism (CFT): customer due diligence, recognising suspicious activity, record keeping and reporting obligations.
I am studying for an AML-CFT certificate to build on the compliance side of my operations work: regulatory documentation, operational controls, SOPs, monitoring against agreed standards, and an eye for risk.
The certificate is still in progress. It is professional development alongside my hospitality career; I have not held an AML role.