Prince ChakusaOpen to roles worldwide · Remote

Work

From the front desk to supervisor.

Four UAE holiday home companies since 2023. Each role below sets out the responsibilities, the achievements and the key learning.

4

UAE holiday home companies

350+

Units I was responsible for

12

People in my largest team

+25%

Average guest review score at Daniels

The film

My work story

Narrated, with captions. In the Stonetree chapter, move your mouse over the city and hover a building.

Experience

Role by role

May 2026 to now
Current role

Guest Relations Supervisor

The Authors Holiday Homes · Abu Dhabi, UAE

Responsibilities

  • 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.

Achievements

  • Improved the company's operating systems, giving the team clearer tools and processes.
  • Strengthened team management, so service standards hold on every shift.

Key learning

How to build a team that delivers the same standard every day.

Jan 2026 to May 2026

Guest Experience Lead

Luxury Homevy Vacation Homes · Dubai, UAE

Responsibilities

  • 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.

Achievements

  • 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.

Key learning

How to turn guest feedback into better service.

The company scaled back after a market-wide drop in bookings, and I moved on to my current role.

Nov 2024 to Dec 2025

Customer Care Agent, promoted to Team Leader of Property Operations

Stonetree Vacation Homes · Dubai, UAE

Responsibilities

  • 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.

Achievements

  • 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.

Key learning

How to lead a team, and how to keep standards consistent across a large portfolio.

Jan 2023 to Oct 2024

Guest Relations Officer

Daniels Holiday Homes · Dubai, UAE

Responsibilities

  • 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.

Achievements

  • 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%.

Key learning

How to understand what a guest needs, and how to solve problems quickly.

Compliance

Compliance and operational controls

Running regulated holiday home portfolios means keeping every unit compliant and every process controlled. This is the part of my operations work that my AML-CFT studies build on.

DTCM compliance

Kept listings, permits and guest registration compliant with Dubai's DTCM holiday home rules across 350+ units at Stonetree, tracking every permit renewal.

Guest identity checks (KYC)

Checked guest passports and Emirates IDs against booking details before check-in at Luxury Homevy, escalated suspicious bookings and kept identity records confidential.

Listing and rate audits

Audited listings and nightly rates across Airbnb, Booking.com and Hostaway at Stonetree, and reported occupancy and pricing to owners and management.

Standard operating procedures

Standardised SOPs across every unit at Stonetree, cutting annual operating costs by 15%.

Vendor management and SLAs

Managed vendor contracts and service level agreements at Stonetree, and reported performance to management.

SLA and SOP monitoring

Built tracking for response and resolution times across Hostaway and WhatsApp at Luxury Homevy.

Audits and inspections

Ran service audits from guest surveys at Daniels Holiday Homes, and property inspections and service recovery at Stonetree.

Read my full CV →See what I have built
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