Contact
yash@sams.ae
Description
The Guest Relations Officer plays a crucial role in ensuring an exceptional guest experience, from booking to checkout. This position involves welcoming guests, handling inquiries, coordinating with operations teams, and promptly resolving any issues to enhance guest satisfaction and loyalty.
Key Responsibilities:
1. Guest Interaction:
Serve as the primary point of contact for guests before, during, and after their stay.
Handle guest inquiries via phone, email, or messaging platforms and respond promptly and professionally.
Conduct meet-and-greet sessions for guest check-ins, ensuring a warm welcome and a smooth process.
Provide detailed information about the property, house rules, and local attractions.
2. Issue Resolution:
Address guest concerns and complaints promptly to ensure a positive outcome.
Liaise with maintenance, housekeeping, and management teams to resolve issues efficiently.
3. Booking Coordination:
Assist in the reservation process by confirming bookings and ensuring that all details are accurately recorded.
Manage guest check-ins and check-outs, ensuring timely key handovers.
4. Operational Support:
Coordinate with cleaning and maintenance teams to ensure properties are ready for incoming guests.
Perform property inspections before check-ins to ensure cleanliness and functionality.
Report any damages or required maintenance to the relevant teams.
5. Feedback Management:
Collect guest feedback and reviews to improve services and identify areas for improvement.
Address negative feedback professionally and implement solutions to enhance the guest experience.
6. Compliance and Standards:
Ensure guest compliance with property rules and local regulations.
Maintain accurate records of guest interactions, payments, and property usage.
Requirements:
Experience: Minimum 2 years in a guest-facing role in the holiday homes, property management, or hospitality industry in Dubai.
Knowledge: Familiarity with short-term rental platforms (Airbnb, Booking.com, VRBO, Hostaway) and property management systems (PMS).
Walk-in interviews
Skills:
Exceptional communication and interpersonal skills.
Problem-solving and conflict-resolution abilities.
Multitasking and organizational skills.
Languages: Fluency in English is essential; knowledge of Arabic or additional languages is a plus.
Education: Diploma or bachelor’s degree in Hospitality, Business Administration, or a related field is preferred.
Other Requirements:
Valid UAE driving license is an advantage.
Understanding of Dubai’s vacation rental regulations.
Preferred Attributes:
High level of professionalism and a guest-centric approach.
Ability to remain calm and composed under pressure.
Proficiency in using CRM tools and guest communication apps.
Work Hours: Flexible schedule, including weekends and holidays, based on guest needs.
Salary Range: AED 5,000 to AED 7,000 per month, depending on experience and qualifications.
This role is ideal for candidates passionate about hospitality, with a focus on creating memorable guest experiences in Dubai’s competitive vacation rental market.
Please send you CV on: yash@sams.ae and +971 52 283 3422
Job Types: Full-time, Permanent, Contract
Contract length: 24 months
Pay: AED5,000.00 - AED7,000.00 per monthWalk-in interviews
Application Question(s):
Do you have at least 2 years experience in holiday homes field?
Application Deadline: 31/01/2025
Expected Start Date: 15/01/2025