Guest Relations Officer

Dubai, United Arab Emirates
Full Time
Mid Level

About GuestReady:

We are GuestReady – a globally leading short-term rental management company, which provides professional services to property investors, homeowners, and Airbnb hosts in several cities. Our mission is to leverage new technologies to unlock the full potential of real estate worldwide. Our short-let services include everything from listing creation to guest communications, housekeeping, key management, and price optimization.

The Role:

We’re looking for an individual with an entrepreneurial spirit, great people skills, and a passion for delivering excellent customer service, who wants to gain valuable experience and exposure at a rapidly scaling start-up.​

The Guest Relations Officer (GRO) is at the forefront of customer service. The GRO must arrive in advance of guests, checking the property to ensure that the GuestReady standards are met. When our guests arrive, the GRO must facilitate their check-in procedure, ensuring that our guests are comfortable and happy. The GRO is the first and the last team member our guests will encounter face-to-face, so it is a pivotal role within the organization and we are looking for someone who cares about customer service and is willing to go the extra mile to surprise and delight customers.

  • Be in charge of guest check-ins and checkouts
  • Communicate with guests before, during, and after their stay
  • Inspecting our properties and spot the issues (maintenance, cleaning, onboarding, or misc)
  • Make small fixes by yourself and coordinate with our providers for bigger issues (send maintenance or send back the cleaners and most importantly follow up)
  • Coordinate and have a good relationship with building securities/management and assist our guests during the check-in
  • Helping our Operations team with different other tasks: delivery of items, picking up keys, going to buy some items for our apartment, …
  • Working closely with the rest of our team to devise the best ways to keep providing an amazing guest experience
  • Quality controlling the guest experience and promptly addressing any issues raised during or after their stay and making sure a resolution is met and fixed amicably
  • Working on other tasks or ad-hoc projects/activities as required
  • Managing difficult communications with valued guests who are unsatisfied with our service, product or resolution offered

We are looking for:

  • Experience in customer engaging roles within a hotel or holiday home operator in the UAE or as a recent graduate of a recognized Hospitality educational institution.
  • Confident and personable loves dealing with people and making sure guest satisfaction is priority numero uno
  • The role is based in Dubai and a UAE driving license is required 
  • Fluent in writing/speaking in English (is mandatory), Arabic is a plus
  • We are a 24/7 business so no qualms about working on a 6-day roster and shift work, including weekdays, weekends, mornings, late evenings and on public holidays
  • Should be a team player and willing to work in a diverse team
  • Should be a self-starter
  • Have a high sense of responsibility for his/her duties
  • Able to take on a task and see it through to completion
  • Excellent time management and organization
  • Strong attention to detail
  • Good skills with numbers
  • Confident phone manner
  • Strong work ethics
  • Multi-tasker, able to work under pressure, staying calm and composed, always delivering great customer service, no matter the situation
  • Socially adept interpersonal skills

We're offering these benefits:

  • Work with multicultural team members and international teams spread across the globe
  • Exposure to the fast-paced world of high-tech start-ups, with excellent growth opportunities
  • You will be working with a team of experienced entrepreneurs who have successfully built companies before
  • Opportunity to look after international guests and some amazing homes across Dubai
  • A dynamic work environment with low hierarchies and space for your own ideas
  • A close-knit team looking to achieve greatness by supporting one another
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