350+ units · Team leadership · Open to roles worldwide
Prince Chakusa
Hospitality & Property Operations Leader · Now Guest Relations Supervisor, The Authors Holiday Homes
Profile
Operations leadership grounded in frontline experience.
Hospitality and property operations leader in Abu Dhabi, UAE, with experience in UAE holiday homes from guest check-in through team and portfolio leadership, now Guest Relations Supervisor at The Authors Holiday Homes. I have been responsible for more than 350 units, led teams of up to 12 people, kept a portfolio DTCM compliant, verified guest identity (KYC) and improved guest review scores by 25%. I also develop software, including PaMarket, to solve operational problems at the source.
01
Experience
May 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 May 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.
- Verified guest identity before check-in, checking passports and Emirates IDs against booking details (KYC), and escalated suspicious bookings.
- 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.
- Kept guest identity records complete, accurate and confidential.
Nov 2024 to Dec 2025
Customer Care Agent, promoted to Team Leader of Property Operations
Stonetree Vacation Homes · Dubai, UAE
- Joined as a Customer Care Agent in November 2024 and was promoted to Team Leader of Property Operations in May 2025.
- 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.
- Audited listings and nightly rates across Airbnb, Booking.com and Hostaway, keeping prices, availability and listing details accurate.
- Ensured every guest was registered with DTCM before check-in, and followed up on missing or incorrect guest documents.
- Ensured full DTCM compliance across property listings, permits and regulatory documentation.
- Tracked DTCM holiday home permits for every unit so renewals were never missed, keeping records audit-ready.
- Standardised operating procedures across all 350+ units, cutting the portfolio's annual operating costs by 15%.
- Managed vendor contracts and service level agreements, and reported occupancy, pricing and performance to owners and 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.
- Redesigned the check-in and check-out process, raising the average guest review score 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 · Listing and rate audits · Owner reporting · Review analysis
Compliance and KYC
KYC and identity verification · Document verification · Red-flag identification and escalation · Record keeping and confidentiality · Regulatory compliance (DTCM) · Permit tracking
Platforms and tools
Hostaway (property management system) · Airbnb · Booking.com · WhatsApp · Bitrix24 · Asana · Notion · Slack · 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
University of the People
In progress
Leadership, finance, strategy and management.
AML-CFT Certificate
Emirates Institute of Finance, Abu Dhabi
In progress
Anti-money laundering and countering the financing of terrorism: professional development, currently in progress.
05
Professional development
AML-CFT Certificate (in progress)
Emirates Institute of Finance, Abu Dhabi
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 at the Emirates Institute of Finance in Abu Dhabi to build on the compliance side of my operations work: verifying guest identity, spotting and escalating red flags, regulatory documentation, operational controls and record keeping. My goal is an entry-level KYC or AML analyst role.
The certificate is still in progress. It is professional development alongside my hospitality career; I have not held an AML role.