Guest Relation Executive jobs in Dubai

Job Title: Guest Service Executive – Holiday Homes

Department: Operations / Guest Experience
Location: Dubai, UAE
Employment Type: Full-Time
Reports To: Guest Experience Manager / Operations Manager

About the Role

We are looking for a friendly, professional, and highly responsive Guest Service Executive to join our Holiday Homes team.

The Guest Service Executive will be responsible for delivering an exceptional guest experience from the moment of booking until check-out. The role involves handling guest communications, coordinating check-ins and check-outs, resolving guest requests and complaints, and working closely with housekeeping, maintenance, and operations teams.

The ideal candidate should be customer-focused, calm under pressure, well-organized, and capable of managing multiple guest requests at the same time.

Key Responsibilities1. Guest Communication & Customer Service

• Act as the main point of contact for guests before, during, and after their stay.
• Respond promptly and professionally to guest inquiries through WhatsApp, phone, email, Airbnb, Booking.com, and other booking platforms.
• Provide guests with accurate information about the property, building facilities, house rules, check-in procedures, and local services.
• Maintain a friendly, professional, and solution-oriented approach in all guest interactions.
• Follow up with guests to ensure their concerns and requests have been resolved.

2. Check-In & Check-Out

• Coordinate and conduct guest check-ins and check-outs where required.
• Ensure guests receive the correct access information, keys, access cards, and instructions.
• Explain important property facilities, rules, and procedures to guests.
• Ensure smooth and timely arrivals and departures.
• Coordinate late check-ins, early check-ins, and late check-outs with the relevant teams.
• Complete proper handovers between shifts.

3. Guest Complaints & Problem Resolution

• Handle guest complaints professionally and calmly.
• Understand the issue clearly and identify the appropriate solution.
• Resolve minor guest issues independently whenever possible.
• Escalate major complaints or operational issues to the Guest Experience / Operations Manager.
• Follow up on complaints until the issue is fully resolved.
• Maintain records of complaints, incidents, and resolutions.

4. Housekeeping & Maintenance Coordination

• Coordinate guest requests with housekeeping and maintenance teams.
• Create and assign service requests where required.
• Follow up with the relevant team until the request is completed.
• Ensure urgent guest issues are prioritized and resolved quickly.
• Coordinate replacement of missing or damaged items, amenities, linen, and other guest requirements.
• Carry out basic troubleshooting for simple issues where possible.

5. Property Readiness & Inspections

• Conduct pre-arrival checks to ensure properties are clean, operational, and guest-ready.
• Conduct post-checkout inspections when required.
• Report damages, missing items, maintenance issues, or cleanliness concerns immediately.
• Ensure guest amenities and essential supplies are available before arrival.
• Coordinate with housekeeping and maintenance to rectify issues before the next guest arrives.

6. Booking & Reservation Support

• Review upcoming arrivals and departures.
• Ensure all guest requirements and special requests are properly recorded.
• Coordinate booking changes, extensions, cancellations, and special requests with the relevant team.
• Ensure guest information and reservation details are accurately updated in the PMS/system.
• Monitor guest messages and booking-platform inquiries to ensure timely responses.

7. Guest Satisfaction & Reviews

• Proactively communicate with guests to ensure they are satisfied with their stay.
• Collect guest feedback and report recurring issues to management.
• Encourage satisfied guests to leave positive reviews.
• Identify recurring guest complaints and recommend improvements.
• Help maintain high guest satisfaction and online review ratings.

8. Coordination with Internal Teams

• Work closely with Operations, Housekeeping, Maintenance, Reservations, Revenue, and Management teams.
• Ensure clear communication between guests and internal departments.
• Provide daily updates on pending guest issues and operational matters.
• Ensure no guest request is left unattended or without follow-up.

9. Administrative & Reporting Responsibilities

• Maintain accurate guest communication and service records.
• Update the PMS and other operational systems regularly.
• Prepare daily guest-service reports when required.
• Record incidents, damages, complaints, and service requests.
• Follow all company SOPs, policies, and Dubai holiday-home requirements.

Requirements

• Minimum 1–2 years of experience in guest service, customer service, hospitality, hotels, holiday homes, or short-term rentals.
• Previous experience in Dubai Holiday Homes is preferred.
• Excellent spoken and written English.
• Strong communication and interpersonal skills.
• Excellent customer-service attitude.
• Strong problem-solving skills.
• Ability to remain calm and professional when dealing with difficult guests.
• Strong organizational and multitasking skills.
• Good knowledge of Microsoft Office and basic computer systems.
• Experience with Airbnb, Booking.com, Expedia, or similar OTA platforms is an advantage.
• Experience with PMS platforms such as Guesty, Hostaway, or similar systems is an advantage.
• Knowledge of Dubai locations and major residential communities is an advantage.
• UAE driving license is preferred, particularly if the role involves property visits.

Personal Attributes

• Guest-focused and service-oriented.
• Professional and presentable.
• Friendly and approachable.
• Proactive and responsible.
• Patient and calm under pressure.
• Strong attention to detail.
• Fast learner.
• Good team player.
• Able to work independently.
• Reliable and punctual.
• Comfortable working in a fast-paced environment.

Working Conditions

• Full-time position.
• Flexible working hours depending on guest arrivals and operational requirements.
• Willingness to work weekends and public holidays when required.
• The role may require travel between different holiday-home properties in Dubai.
• The employee must be available to respond to urgent guest matters during assigned working hours.

Key Performance Indicators (KPIs)

• Guest satisfaction score.
• Online guest review rating.
• Average response time to guest inquiries.
• Guest complaint resolution time.
• Percentage of guest requests resolved within the required timeframe.
• Check-in and check-out accuracy.
• Number of unresolved or escalated guest complaints.
• Compliance with company guest-service SOPs.
• Quality of communication with guests and internal teams

Pay: AED1,879.43 - AED5,000.00 per month

Application Question(s):

• Please State Your Nationality;
• Please State Your Date of Birth;
• Please State Your Gender;

Education:

• Bachelor's (Required)

Experience:

• Holiday homes: 3 years (Required)

License/Certification:

• UAE Driving License (Required)

Work Location: In person